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THE COMPANY

This is an excellent opportunity to join this leading organisation in shaping and developing their contact centres customer service strategy and capability. This is a highly visible, large-scale role that will provide the jobholder the ability to make a very visible, tangible and positive impact within our clients call centre.

Proven track record in a high performance sales role aswell as delivering and monitoring sales and performance is required. You must possess a proven ability to identify performance improvements in call handling presentation and self and peer evaluation techniques through monitoring and coaching to success.

A crucial emphasis of the role is on building and leading high performing and empowered teams with a strong customer ethic.

THE ROLE

Key Accountabilities of the role include ; –

• Full responsibility for 100+ FTE with multiple direct reports – you will provide Powerful Leadership, Set Business Direction and Drive Business Performance

• The clarification of group objectives and the guiding of teams towards a common goal by building a focused, collaborative, results-oriented work group

• The delegation of tasks where appropriate and establishment of informal roles for team members based on team strengths

• The analyze of your teams training and development needs, agreeing development plans and providing support, help and encouragement so that individuals can meet their individual and team objectives

• Being able to demonstrate how things are done, explaining things whilst showing patience when people are facing difficulties, taking a very much hands on approach.

• Providing challenging tasks for others, and setting goals, targets or objectives for individuals to achieve

• Checking their progress against these goals, targets and agreed actions and then providing constructive feedback, whilst recognizing / rewarding success

• Appraising individual performance and addressing performance issues- understanding and explaining the consequences of good and poor performance

KNOWLEDGE AND EXPERIENCE

As well as a proven background in managing a Sales focused management and a strong pedigree within the call centre industry the successful individual will have the following knowledge and experience:

• Proven Leadership skills are a must, including the ability to build and lead high performing and empowered teams with a strong customer focus

• A strong business understanding and a keen interest in their market sector and in how you’re efforts contribute to the success of the company

• You must have possess evidence of improving performance measures and increasing revenue

• An appreciation of regulatory compliance

• Thorough awareness of contact centre practices with a key focus on performance management and development techniques

• A Knowledge of good practice gained in a similar B2C contact centre environment

Remuneration Package

• Upto £60k Per Annum

• Excellent Bonus Package

• Blue-Chip Benefits

To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; robg@callcentreassociates.co.uk or by telephone candidates with suitable experience will be contacted shortly after.