We are looking for a customer focused and successful Call Centre Manager to join our newly established call centre. Responsible for coordinating all incoming and outbound calls, together with the booking and scheduling of service and repair work throughout the group. Ensuring that first class customer service standards are met, whilst maximising business opportunities.
As the Call Centre Manager, you will manage a small team with responsibility for driving their performance, whilst ensuring quality standards are met. You will also look after the day to day managerial aspects. You will put the customer at the forefront of everything you do, whilst demonstrating your leadership skills.
Your key responsibilities:
Establish and review performance targets and service levels, identify key trends whilst improving quality and efficiency. Promote company ethos and improve customer retention.
Drive and develop quality monitoring and customer satisfaction programmes to grow core skills and behaviors within the team and measure customer satisfaction levels.
Manage and coordinate the activities within the call centre. Ensuring queries and issues raised from customers are accurately recorded and responded to promptly and efficiently.
Ensure promotions and procedures are regularly reviewed, updated and communicated effectively.
Produce timely management information that accurately monitors all customer service activities.
To be considered for this role you must have a credible knowledge of managing people, have a proven track record in improving results, alongside delivering outstanding customer service and quality.
Previous Call Centre management and coaching experience
Proven track record in driving results
Proven track record in motivating a team
Excellent time management skills
Good knowledge of Excel, Word, PowerPoint and Outlook
Excellent communication skills both verbal and written
Ability to communicate effectively at all levels both internally and externally
For the role of Call Centre Manager, we are offering a competitive salary.
A pension, 22 days starting holiday plus bank holidays (increasing on tenure) Car discounts & schemes, Childcare vouchers, Eye care vouchers, Life assurance, and Long service awards.
Hours of work Monday to Friday 8am – 6pm