Call Centre Manager

10 Mar 2018
10 Apr 2018
Contract Type
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