This job ad has been posted over 40 days ago...
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12applicants
Team Leaders
Recruiter
Call Centre Associates
Location
in London , London
Salary: £19,000 - £25,000
Reference: CCH7251IP
We are currently seeking exceptional candidates in many different areas of London and surrounding areas for prestigious established organisations to manage customer services teams to the highest standard. Candidates must be able to demonstrate a proven track record in people and performance management within a customer services call centre environment for a significant amount of time. Successful candidates will be rewarded with great career prospects, substantial benefits and the chance to develop their own teams to deliver only world class customer service.
THE ROLE
Specific requirements of the role include;
• Manage ratios of available Customer Service Advisors to volumes of calls in order to ensure that all KPIs are achieved.
• Mentor and coach the Customer Service Advisors in order to ensure that their knowledge and skill levels are appropriate in order for them to provide a first class standard of customer service to all customers.
• Handle escalated calls from customers in order to ensure that complex queries and complaints are handled swiftly and effectively. Investigating and actioning all complaints that are received in respect of the level of service provided by a Customer Service Advisor.
• Managing the performance of each Customer Service Advisor by utilising appraisals process and also proactively identifying and managing issues regarding performance and conduct via swift use of the performance management processes.
• Assisting with the recruitment process by helping to identify relevant talent at interview
• Communicating positively and effectively with the staff on an individual and team basis in order to ensure a regular and consistent flow of business focussed communication.
• Motivating the individuals within the team in order to generate a vibrant, positive, team oriented culture which is focussed on delivering outstanding customer service.
PERSON SPECIFICATION
• Previous relevant call centre line management experience is essential
• Leadership skills
• Excellent communication skills
• Team building skills
• Planning and organisational skills
• Motivational skills
• Basic PC Skills (Word, Excel, Powerpoint, Lotus Notes)
• Drive and Determination
PROCESS & TIMEFRAMES
To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; ianp@callcentreassociates.co.uk
THE ROLE
Specific requirements of the role include;
• Manage ratios of available Customer Service Advisors to volumes of calls in order to ensure that all KPIs are achieved.
• Mentor and coach the Customer Service Advisors in order to ensure that their knowledge and skill levels are appropriate in order for them to provide a first class standard of customer service to all customers.
• Handle escalated calls from customers in order to ensure that complex queries and complaints are handled swiftly and effectively. Investigating and actioning all complaints that are received in respect of the level of service provided by a Customer Service Advisor.
• Managing the performance of each Customer Service Advisor by utilising appraisals process and also proactively identifying and managing issues regarding performance and conduct via swift use of the performance management processes.
• Assisting with the recruitment process by helping to identify relevant talent at interview
• Communicating positively and effectively with the staff on an individual and team basis in order to ensure a regular and consistent flow of business focussed communication.
• Motivating the individuals within the team in order to generate a vibrant, positive, team oriented culture which is focussed on delivering outstanding customer service.
PERSON SPECIFICATION
• Previous relevant call centre line management experience is essential
• Leadership skills
• Excellent communication skills
• Team building skills
• Planning and organisational skills
• Motivational skills
• Basic PC Skills (Word, Excel, Powerpoint, Lotus Notes)
• Drive and Determination
PROCESS & TIMEFRAMES
To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; ianp@callcentreassociates.co.uk
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
Fill in the form to apply for this call centre job
Published at 17-09-2008
Viewed: 738 times
Viewed: 738 times
