Call Centre Manager

We are recruiting for an experienced Call Centre Manager for a leading organisation based in Birmingham.

You will be responsible for the daily management and leadership of a Customer Service Call Centre that seats c100 employees. You will proactively lead, advise, coach and motivate the Team Leaders, ensuring maximum performance is achieved.

This is a 24/7 operation, 365 days a year therefore you must be flexible with working hours/shift patterns.

As a Call Centre Manager, your responsibilities will include:

*Driving performance to continually improve against key performance indicators
*Ensuring adherence to agreed service level agreements
*Effectively manage and empower staff and maximise employee engagement
*Appropriately resourcing the Call Centre to maintain high levels of customer satisfaction
*Monitoring monthly KPI and SLA reports on team performance against targets
*Implementation of key metrics - 121's, KPI's, performance management
*Strive to maximise internal and external customer satisfaction
*Work flexibly to support 24/7 365 operation


Skills and experience required:

*Call Centre management experience within a fast paced customer service environment
*Outstanding communication skills
*An inspirational leader who can lead from the front and drive results through people
*High level of accuracy and attention to detail
*Calm under pressure and flexible in approach
*Ability to adapt to changing customer demand
*Strong organisational skills and ability to prioritise
*Ability to challenge behaviours

The role is offered with a competitive salary, 33 days annual leave including statutory and contributory pension scheme.