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Call Centre Manager

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  • Posted By: EMPLOYMENT SPECIALISTS LTD
  • Address:
    • 3A PRINCES STREET
    • Ipswich
    • IP1 1PN
  • Contact: 01473 344950
  • Date Posted: 18th Nov 2008
  • Salary: £35,000 - £45,000
  • Location: Ipswich
  • Reference Code:
  • Views Since Posting: 103
  • Full Description:

    This is a highly autonomous role within a fast moving sales contact centre environment, responsible for managing team sales performance, maintaining efficient processes and delivering exceptional service.


    Key Accountabilities
    • Day to day operational management of Corporate Partners, Team Leaders and Customer Service Representatives.
    • Accountable for driving productivity KPI’s through effective team and individual performance management.
    • Ultimate responsibility to manage cases around employee conduct and capability and authority to dismiss in appropriate cases.
    • Carry out rigorous Performance Management for direct reports during the year. Act as mentor and coach to Customer Service Team Leaders.
    • Manage day to day operational performance within FSA guidelines, including risk, audit and quality requirements to deliver a high and consistent quality of customer engagement supporting your customers through an effective branded service delivery.
    • Provide high standards of sales and service delivery to your customers by ensuring agreed sales and service processes are managed effectively.
    • Maximise agreed Sales and Revenue targets by active management of daily, weekly, monthly outputs ensuring performance is reviewed, success is celebrated and non-performance is action planned.
    • To be accountable for ensuring agreed resource is managed and in the right place at the right time interacting with our Capacity Planning team in order to achieve agreed Service Levels.
    • Ensure written/telephone complaints procedure is followed in accordance with best practice guidelines and that service standards are met by effective management of escalated complaints in business area.
    • Effectively communicate change and processes to team and have a structured approach for communication in one to ones and team meetings.

    Skills, knowledge and behaviour

    Skills
    • Ability to lead, motivate, enthuse and inspire others to excellence
    • Excellent written and verbal communication and interpersonal skills
    • Ability to communicate confidently at all levels
    • Strong influencing skills
    • Highly motivated and self-driven
    • Excellent leadership and management skills
    • Ability to deal with difficult people
    • Excellent Presentation skills
    • Effective planning and prioritisation of work
    • Experience of dealing effectively with a variety of performance management issues
    • Numerate with strong analytical skills

    Experience
    • Accountability for operational teams in a call centre environment
    • Experience of using call centre technologies to maximise performance is critical
    • Proven track record in managing people and processes providing advice and guidance to first line supervisors
    • Experience of insurance / financial services is desirable

Recruiters

Royal Bank of Scotland
Countrywide Accident Assistance Ltd
EMPLOYMENT SPECIALISTS LTD
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