Call Centre Manager

Job Title: Call Centre Manager

Salary: £40,000 to £47,000 (OTE in first year £70,0000) uncapped commission

Hours: 9 to 5.30pm Monday to Friday

Location: Coleshill

Description:

This is a great opportunity for an experienced Call Centre Manager with a proven track record of achieving targets to join a busy and enthusiastic team responsible for managing a small team and manage own existing Accounts.

As the Call Centre Manager you will oversee the daily operations of the Call Centre, your primary duties include setting customer service goals, managing staff and monitoring daily calls and operations.

Key Duties:

• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience
• Manage own existing accounts and maintain business by building on relationships
• Identifying and instilling best practice, processes and systems and drive continuous improvement environment
• Monitoring random calls to assess and improve the quality of staff performance
• Handling and resolving complex customer complaints
• Setting and meeting performance targets and carrying out periodic appraisals
• Communicating the company’s goals so that all team members understand their role
• Building and maintaining effective internal and external stakeholder relationships
• Identify ways to improve customer experience and implementing customer changes initiatives
• Manage ad hoc incentive budgets effectively to drive employee engagement and performance
• Setting customer service goals
• Helping agents implement the company’s strategy for customer service
• Continual training of Call Centre Agents
• Resolving any customer issues other issues that occur

Key Skills/Experience Required:

• Proven experience of managing a contact centre
• Able to develop and nurture improved performance across sales and service
• Excellent communication, engagement and development of people skills
• Previous sales experience within a Call Centre environment
• Demonstrate level-headedness in real time
• Improve contact centre performance
• Experience in leading others through transformation periods such as new technology implementation, and growth would be an advantage
• Strong stakeholder management skills
• Experience liaising with and reporting to senior management teams
• Strong analytical skills and experience in reporting sales metrics, budget tracking, and hiring people strategies
• CRM and Call Centre technology experience an advantage

This is an excellent role for an experienced Call Centre Manager who is keen to make an immediate impact and earn realistic commission when securing new business.

Morgan Parkes Recruitment Ltd operate in the UK and can only process applications from candidates who are currently eligible to live and work in the UK. We operate a strict equal opportunities policy.

Personal data you supply will be used for contacting you via telephone or email about our service. Your data will be kept securely and retained in line with GDPR regulations. You have the right to withdraw your consent to the use of your personal data for the specified purpose at any time.