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Membership Team Manager
Recruiter
Call Centre Managers
Location
in London - City , London
Salary: £28,000 - 32,500 +benefits
Reference: CCM02295
My client operates a membership call centre and is undertaking significant operational transformation including people, process and technology. Their goal is to deliver outstanding customer service to match their professional reputation.
Reporting to the Head of Call Centre, you will manage a team of 10+ CSAs and be responsible for driving through a vision that will transform them into a customer centric centre of excellence. Managing and improving each individual’s performance, you will interpret MI stats and transfer into action whilst building team spirit and enthusiasm, introducing quality/productivity KPIs, process/policy change and formalised coaching/training.
This is an outstanding opportunity to make a massive impact with a highly reputable organisation.
KEY SKILLS
• 2+ years call centre management experience with a track record of delivering the full performance management cycle, including disciplinary action
• Highly consultative with excellent influencing skills, able to listen but with the ability to drive through change
• Passionate about customer service and maintaining customer focus whilst balancing the needs of the team
• Ability to: work under pressure, interpret MI, resolve conflict and contribute to business improvement
Reporting to the Head of Call Centre, you will manage a team of 10+ CSAs and be responsible for driving through a vision that will transform them into a customer centric centre of excellence. Managing and improving each individual’s performance, you will interpret MI stats and transfer into action whilst building team spirit and enthusiasm, introducing quality/productivity KPIs, process/policy change and formalised coaching/training.
This is an outstanding opportunity to make a massive impact with a highly reputable organisation.
KEY SKILLS
• 2+ years call centre management experience with a track record of delivering the full performance management cycle, including disciplinary action
• Highly consultative with excellent influencing skills, able to listen but with the ability to drive through change
• Passionate about customer service and maintaining customer focus whilst balancing the needs of the team
• Ability to: work under pressure, interpret MI, resolve conflict and contribute to business improvement
Recruiter:Call Centre Managers
Website: http://www.callcentremanagers.com
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Published at 30-04-2008
Viewed: 201 times
Viewed: 201 times
