Manager Contact Centre
3 days ago
* Inbound centres receive calls from customers and clients, e.g. queries, requests, orders and complaints.* Outbound centres contact potential customers and clients with the aim of gathering information or selling a product.* Typical work activities vary according to the type of centre but, generally speaking, tasks will involve: -* setting and meeting performance targets for speed, efficiency, sales and quality* Managing the daily running of the call centre* Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues* Maintaining up-to-date knowledge of industry developments and involvement in networks* Monitoring random calls to improve quality, minimise errors and track operative performance* Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff* Reviewing the performance of staff, identifying training needs and planning training sessions* Recording statistics, user rates and the performance levels of the centre and preparing reports* Handling the most complex customer complaints or enquiries* Organising staffing, including shift patterns and the number of staff required to meet demand* Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes* Forecasting and analysing data against budget figures on a weekly and/or monthly basis* Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products.
Job Specification* Strategic understanding of all HR Functions* Confident individual with exceptional Leadership Skills* Strong Interpersonal and Communication Skills* Excellent Team Player* Self motivated and bright personality* willing to work in the shifts.* Good communication and interpersonal skills
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