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THE COMPANY
My client, a market leader in their field, requires a Quality/Compliance Team Manager to over see their Customer Service Operation. You will be responsible for developing a high performing Quality function with a strong customer focus.

To be considered for this position you must posses experience of managing a quality focused team within a call centre environment. You will preferably have multi-site experience and will have a strong understanding of Call Centre Quality Technology such as ADC, Telephony etc.

THE ROLE
Key Accountabilities of the role include;

• Develop personal development programmes for each team member that will enable them to progress, reviewing progress on a monthly basis.

• Ensure the highest level of productivity is achieved within team by continually monitoring demand against the resources available thus increasing sales fulfillment and quality levels.

• Evaluate processes, procedures and operational efficiency within area of responsibility on an on-going basis to improve levels of service and profitability.

• Ensure your team is up to date with new systems, products and procedures providing technical and in-depth product knowledge to support the team, as required.

• Oversee the provision of a consistently high standard of service within teams to meet agreed quality standards and win customer recognition, loyalty and recovery.

• Continually monitor and control all staff performance in line with company procedures, providing clear direction, guidance and support of a consistent and reliable nature, empowering staff to make decisions where appropriate.

KNOWLEDGE AND EXPERIENCE

• Strong leadership and interpersonal skills with the ability to communicate effectively at all levels.

• Proven experience of managing a team (ideally in a call centre environment.)

• Experience of multisite management

• Experience of managing Quality in a call centre environment

• A strong understanding of Call Centre Technology

PROCESS & TIMEFRAMES To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; nick@callcentreassociates.co.uk

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Published at 10-07-2008
Viewed: 514 times