Out of Hours Contact Centre Manager - Leigh on Sea

Undisclosed Company
Essex, Southend-On-Sea
£25000 - £30000 per annum
14 Sep 2016
28 Sep 2016
Manpower UK
Job Type
Contact Centre Team Leader - Maintenance company
£25k - £30k
Leigh on sea, Essex
Immediate start
Full time
5 over 7 days

To lead and coach a team to meet all operational standard and performance (KPI's, PI's, SLA's and MI) of the Contact Centre.

To monitor and measure the performance of the team and individuals, including taking appropriate action to remedy poor performance when necessary.

To be responsible for ensuring best practice in customer services operation and consistency of service across, continually improving the service delivery

Conduct regular one-to-ones and appraisal meetings with team members, managing performance and initiating capability, disciplinary and sickness procedures promptly; providing monthly updates to the Sales manager.

Support the Sales manager in producing monthly reports relating to the performance of the services provided through the contact centre.

Essential Criteria

Ability and commitment to achieving results and targets through effective management.
Ability to identify training needs and provide generic training to team members to improve performance.
Ability to recognise complex issues and find workable solutions
Ability to recognise and handle sensitive and confident information.
At least intermediate level in MS Word/Excel, with experience of using a CRM system, telephony systems and Outlook e-mail.
Excellent planning and organisational skills with the ability to work effectively within tight deadlines.
Ability to work within a climate of change and manage constantly changing priorities.
Excellent communication, coaching and feedback ability

For more information please apply online and contact Jack from Chelmsford Manpower Group - 01245 262 333

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