Call Centre Manager

Recruiter
Undisclosed Company
Location
West Midlands, Birmingham
Salary
Negotiable
Posted
07 Mar 2018
Closes
21 Mar 2018
Ref
BH2123
Contact
Manpower UK
Sector
Oil and Gas
Job Type
Permanent
Hours
Full-time
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.











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