24/7 Contact Centre Manager
up to £45k+ben
Call Centre Manager
Will oversee all areas of a busy team and call centre on a day-to-day basis. Ensuring all requirements and customer service achieves and exceeds service delivery expected by clients.
Will ensure all departments work closely and adhere to the processes, thus enabling profitable growth and retention of clients. In addition, the Call Centre manager will have an overview of all departments and staffing.
Making sure the Team Manager maintains all training needs and continual training of all staff. Ensuring compliance and full understanding of all processes, and that staff is adequately familiar with all systems, processes and procedures.
Ensuring the staffing levels are correct and liaising with the Team Manager for any requirements.
Assisting with the recruitment process and interviewing.
Working with Sales, and ensuring correct staffing levels of our client for the delivery of any future work.
Working with the other departments to ensure rectification of all issues and timely onboarding of all new contracts.
Providing up to date turnover and sales statistics to the Director.
Overseeing the Sales Team – to ensure sales are quoted for and followed up and that all customer queries are kept up to date.
Monitoring handling statistics and reporting any issues found to the Director.
Reporting any major issues found to the Director.
Working with Finance to ensure invoicing, cash collection and cancellation process remains up to date.
Holding weekly meetings with the Director to discuss any issues.
Motivating the team and ensuring a harmonious and pleasant work environment.
Finally, you’ll need to ensure all departments work closely together and promote a “One Team” ethic.
Hours of work will be 08.30-17.00 Monday to Friday, but applicants will need to be flexible as they may be called out of hours.
So if you are interested in this Call Centre Manager, have experience but have questions about this role, contact us.
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