This job ad has been posted over 40 days ago...
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2applicants
Telemarketing Team Leader
Recruiter
Cactus Search
Location
in London , London
Salary: Upto £26k + bens
Reference: 1355
Company / Role Overview
The purpose of the role is to be responsible for set up and quality delivery of client campaigns to target, through effective management, development and utilisation of people, process and technology. To constantly improve quality, processes and service offering to both internal and external clients through troubleshooting and new approaches, with the overall aim of improving the effectiveness and efficiency of the Call Centre and staff.
Key Responsibilities:
•Call Centre and Campaign Targets - To ensure hourly, daily, weekly and overall campaign targets are in place and managed to.
•Campaign Set Up - To ensure campaign deliverables are on time, to quality and quantity in preparation for campaign/client briefings and go live. To have a clear understanding of CTI set up for campaign, including script routing.
•Account Teams - To liaise with Account Managers on a regular basis, both verbal and written, ensuring they are given a clear status of each campaign.
To suggest enhancements and to work with Account Managers to provide a quality service for clients.
•Management - To manage the TRs (Telephone Representatives) on your campaign, to ensure maximum productivity, quality calls and performance against set targets through tally sheet feedback, analysing daily statistics and campaign results.
•To personally line manage TRs, to carry out performance reviews in a timely manner, to create respectful working relationships, to monitor and manage/troubleshoot absence and attendance against Company targets and to ensure compliance to Company protocols.
•Calling, Coaching and Monitoring - To make calls on each campaign you manage, to ensure a clear understanding of any issues and to enable constructive feedback to Account Manager and Telephone Representatives.
To monitor and coach TRs on your campaign, to ensure quality calls and performance against target on a regular basis.
Key Skills / Experience required
• Experience of managing a team of TR's / Agents in an outbound call centre environment is essential
• Demonstrable ability to manage, develop and lead a team in a fast paced call centre.
• Excellent Communication and Leadership skills
• A minimum of 2 years experience in a similar role.
• Be able to develop and utilise people, process and technology.
• Capable of set up and quality delivery of client campaigns to target, through effective management,
• Produce reports to the Call Centre Manager
• Manages client campaigns in liaison with Account Teams
• Management of Agents / Telephone Representatives (circa 10-20) in an OUTBOUND environment
For more information, please contact Cactus Search today
Package:
Upto £26k + bens
The purpose of the role is to be responsible for set up and quality delivery of client campaigns to target, through effective management, development and utilisation of people, process and technology. To constantly improve quality, processes and service offering to both internal and external clients through troubleshooting and new approaches, with the overall aim of improving the effectiveness and efficiency of the Call Centre and staff.
Key Responsibilities:
•Call Centre and Campaign Targets - To ensure hourly, daily, weekly and overall campaign targets are in place and managed to.
•Campaign Set Up - To ensure campaign deliverables are on time, to quality and quantity in preparation for campaign/client briefings and go live. To have a clear understanding of CTI set up for campaign, including script routing.
•Account Teams - To liaise with Account Managers on a regular basis, both verbal and written, ensuring they are given a clear status of each campaign.
To suggest enhancements and to work with Account Managers to provide a quality service for clients.
•Management - To manage the TRs (Telephone Representatives) on your campaign, to ensure maximum productivity, quality calls and performance against set targets through tally sheet feedback, analysing daily statistics and campaign results.
•To personally line manage TRs, to carry out performance reviews in a timely manner, to create respectful working relationships, to monitor and manage/troubleshoot absence and attendance against Company targets and to ensure compliance to Company protocols.
•Calling, Coaching and Monitoring - To make calls on each campaign you manage, to ensure a clear understanding of any issues and to enable constructive feedback to Account Manager and Telephone Representatives.
To monitor and coach TRs on your campaign, to ensure quality calls and performance against target on a regular basis.
Key Skills / Experience required
• Experience of managing a team of TR's / Agents in an outbound call centre environment is essential
• Demonstrable ability to manage, develop and lead a team in a fast paced call centre.
• Excellent Communication and Leadership skills
• A minimum of 2 years experience in a similar role.
• Be able to develop and utilise people, process and technology.
• Capable of set up and quality delivery of client campaigns to target, through effective management,
• Produce reports to the Call Centre Manager
• Manages client campaigns in liaison with Account Teams
• Management of Agents / Telephone Representatives (circa 10-20) in an OUTBOUND environment
For more information, please contact Cactus Search today
Package:
Upto £26k + bens
Recruiter:Cactus Search
Website: http://www.cactussearch.co.uk
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Published at 10-07-2008
Viewed: 820 times
Viewed: 820 times
