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Call Centre Manager
This job has expired, and cannot be applied for.
- Posted By: First People Solutions Group Ltd
- Address:
- Contact: 0141 270 5000
- Date Posted: 28th May 2008
- Salary: £30000 per annum + OTE
- Location: Glasgow
- Reference Code: 0804-245
- Views Since Posting: 95
- Full Description:
Call Centre Manager
Salary: £30K depending upon experience. OTE £36K - 12 month maternity cover contract
Location: Glasgow
Our client a leader in their field are looking for a Contact Centre manager to be responsible for the smooth and effective day-to-day running and management of the sales function within their call centre. They are responsible for ensuring that calls are answered with speed and efficiency and customer enquiries and orders are dealt with effectively.
The manager will plan, co-ordinate and motivate call centre staff & team leaders whilst monitoring the effective use of time and resources. He/she will be responsible for meeting and setting customer service and sales targets, planning areas of improvement and development.
He/she will continually liase with the Sales & Marketing Director with an overview of performance and actions taken. The call centre handles inbound, outbound and B2B sales calls, dealing with things like incoming customer queries, requests, orders and complaints. Work activities are likely to include the following:
"Ensuring the call centre runs smoothly;
"Setting and meeting performance targets of speed and efficiency;
"Planning and introducing improvements;
"Managing the day-to-day running of the call centre;
"Liaising with the call centre managers, supervisors and operators;
"Preparing reports;
"Monitoring the quality and effectiveness of individual calls;
"Staff recruitment;
"Identifying staff coaching needs and planning coaching sessions;
"Recording statistics, user rates and performance levels of the centre;
"Trouble shooting, particularly difficult customer complaints or enquiries;
"Motivating and retaining staff;
"Using and developing OIS system;
"Forecasting and analysing data
"Analysing performance statistics
"Performance Management (including disciplinary action)
Making decisions on the basis of performance statistics
You should have a experience of working within a similar Sales Management role, preferably within a contact centre although other backgrounds will be considered. In addition, you will enjoy working to targets.
To apply for this role please call Debbie Wilson on 0141 270 5002, alternatively you can send your CV to dwilson@fpsg.co.uk
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