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Contact Centre Manager
Recruiter
Cactus Search
Location
in Norfolk , South East
Salary: Up to £36k + Car / Car Allowance
Reference: 1231
Company Profile:
They represent every part of the construction industry, from architects to bricklayers, in every part of the UK. They understand what the industry wants and needs and they have the power to get things done.
Size of Team / Contact Centre:
60
Role Profile:
Reporting to the Head of Business Support, the Call Centre Manager shall be responsible for the day to day management of the Call Centre.
Key Skills / Experience Required:
•Candidates need to be educated to at least A-level standard and possess sound knowledge of customer service in a busy Call Centre environment.
•The successful candidate will be self motivated and have managed a 50+ Call Centre in the last two years.
•Experience of ACD systems, workforce management software and changing existing practices to meet business requirements are essential together with first class IT, presentation and customer service skills.
•You must have a proven track record of working to agreed service levels and budgeted costs and will possess excellent people skills as well as the ability to work under pressure.
Key Responsibilities:
•Daily operations management of the Call Centre.
•Manage the introduction of service level agreements. Initiate and review level of customer service to monitor and maintain appropriate service.
•The production of departmental forecast, financial and targets for submission to the Head of Business Support.
•The development of procedures, target setting, staff motivation and service standards.
•The development and implementation of department business plans, scorecards, team and individuals performance and training plans.
•To implement and maintain departmental quality systems in line with recognised quality standards.
•Liaison with Scheme Coordinator to ensure a high level of knowledge and customer service maintained.
•To investigate and recommend the implementation of new technology and processes so that the departmental may further improve upon customer service and delivery.
Package:
Up to £36,000 + Car / Car Allowance + Pension
They represent every part of the construction industry, from architects to bricklayers, in every part of the UK. They understand what the industry wants and needs and they have the power to get things done.
Size of Team / Contact Centre:
60
Role Profile:
Reporting to the Head of Business Support, the Call Centre Manager shall be responsible for the day to day management of the Call Centre.
Key Skills / Experience Required:
•Candidates need to be educated to at least A-level standard and possess sound knowledge of customer service in a busy Call Centre environment.
•The successful candidate will be self motivated and have managed a 50+ Call Centre in the last two years.
•Experience of ACD systems, workforce management software and changing existing practices to meet business requirements are essential together with first class IT, presentation and customer service skills.
•You must have a proven track record of working to agreed service levels and budgeted costs and will possess excellent people skills as well as the ability to work under pressure.
Key Responsibilities:
•Daily operations management of the Call Centre.
•Manage the introduction of service level agreements. Initiate and review level of customer service to monitor and maintain appropriate service.
•The production of departmental forecast, financial and targets for submission to the Head of Business Support.
•The development of procedures, target setting, staff motivation and service standards.
•The development and implementation of department business plans, scorecards, team and individuals performance and training plans.
•To implement and maintain departmental quality systems in line with recognised quality standards.
•Liaison with Scheme Coordinator to ensure a high level of knowledge and customer service maintained.
•To investigate and recommend the implementation of new technology and processes so that the departmental may further improve upon customer service and delivery.
Package:
Up to £36,000 + Car / Car Allowance + Pension
Recruiter:Cactus Search
Website: http://www.cactussearch.co.uk
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Published at 25-04-2008
Viewed: 275 times
Viewed: 275 times
