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Call Centre Manager
Recruiter
Call Centre Associates
Location
in South East , South East
Salary: 45k - 55k per annum
Reference: CCH2249MC
The Company
Our client is a market leading financial service provider.
The Role:
Operating as a site manager for one of the contact centres within a multi-site contact centre operation, the role holder will be responsible for the performance of a group of Customer Service Managers.
Responsible for leading and delivering the contact centre operation for people, process, efficiency, engagement and values within their area of responsibility.
To manage, develop, and motivate Customer Service Managers with a key focus on developing and maintaining a people capability competent to meet current and future organisational demands. To work collaboratively with the multi-site management team to ensure all business objectives are fully met.
To drive and inspire outstanding performance leading by example and providing clear direction and effective leadership.
To support the Head of Contact Centres in delivering consistent outstanding performance, continuous improvement, high level staff engagement and first class customer service.
Key Responsibilities:
• To be responsible for the Customer Service managers’ performance, ensuring that all company targets are achieved and that organisational and regulatory standards are maintained.
• To contribute to strategy and the development of the company.
• To support an environment of continuous improvement and value adding.
• To support an environment that demonstrates our organisational values, always ensuring customers are treated fairly.
• To ensure that call centre staff are supported, directed and managed to provide the best service possible to the customer.
• To liaise closely with Call Centre Managers and Head of Contact Centres providing detailed information to them and other business areas as required.
• To liaise with HR in order to provide an effective recruitment programme to best meet our customer’s needs.
• Through engagement of your direct reports retain and develop a highly competent, engaged group of employees.
• To regularly communicate with managers in other areas of the business ensuring all areas are aware of business decisions that affect them.
• To regularly communicate with your staff on matters that affect them and the ability of the team to provide excellent customer satisfaction levels.
• To lead by example.
• To work in conjunction with HR to ensure all contact centre staff abide by the terms and conditions of their roles.
• To ensure there is a quality focus for all direct reports and ensure there is a comprehensive feedback mechanism regarding quality in force across all areas.
Remuneration:
Benefits: Car allowance, Bonus, Pension, Private healthcare
Salary: 45k - 55k per annum
To register your interest in this exciting opportunity please forward your CV detailing existing remuneration package by e-mail to:
mark@callcentreassociates.co.uk
Our client is a market leading financial service provider.
The Role:
Operating as a site manager for one of the contact centres within a multi-site contact centre operation, the role holder will be responsible for the performance of a group of Customer Service Managers.
Responsible for leading and delivering the contact centre operation for people, process, efficiency, engagement and values within their area of responsibility.
To manage, develop, and motivate Customer Service Managers with a key focus on developing and maintaining a people capability competent to meet current and future organisational demands. To work collaboratively with the multi-site management team to ensure all business objectives are fully met.
To drive and inspire outstanding performance leading by example and providing clear direction and effective leadership.
To support the Head of Contact Centres in delivering consistent outstanding performance, continuous improvement, high level staff engagement and first class customer service.
Key Responsibilities:
• To be responsible for the Customer Service managers’ performance, ensuring that all company targets are achieved and that organisational and regulatory standards are maintained.
• To contribute to strategy and the development of the company.
• To support an environment of continuous improvement and value adding.
• To support an environment that demonstrates our organisational values, always ensuring customers are treated fairly.
• To ensure that call centre staff are supported, directed and managed to provide the best service possible to the customer.
• To liaise closely with Call Centre Managers and Head of Contact Centres providing detailed information to them and other business areas as required.
• To liaise with HR in order to provide an effective recruitment programme to best meet our customer’s needs.
• Through engagement of your direct reports retain and develop a highly competent, engaged group of employees.
• To regularly communicate with managers in other areas of the business ensuring all areas are aware of business decisions that affect them.
• To regularly communicate with your staff on matters that affect them and the ability of the team to provide excellent customer satisfaction levels.
• To lead by example.
• To work in conjunction with HR to ensure all contact centre staff abide by the terms and conditions of their roles.
• To ensure there is a quality focus for all direct reports and ensure there is a comprehensive feedback mechanism regarding quality in force across all areas.
Remuneration:
Benefits: Car allowance, Bonus, Pension, Private healthcare
Salary: 45k - 55k per annum
To register your interest in this exciting opportunity please forward your CV detailing existing remuneration package by e-mail to:
mark@callcentreassociates.co.uk
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
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Published at 30-04-2008
Viewed: 993 times
Viewed: 993 times
