Customer Services Manager

About the Job

Company profile

This is a fabulous opportunity for an experienced call centre manager to join an established and expanding company. Only candidates with current call centre management and keen interest in nutrition will be suitable.

Key skills/requirements

Based in their main operational sites the successful candidate will be initially responsible for a team of inbound Call Centre agents.

Role profile

*To develop awareness and ensure the campaign achieves SLA and KPI’s
*Setting Procedures and managing performance
*Monitoring and planning Improvement and training
*Managing and analysing call volumes, Call queues and traffic.
*Forecasting and budgeting control
*Build good relationship with our clients

Key responsibilities

*Actively demonstrate strong leadership in an open and honest manner.
*Develop direct reports in line with current policy through the use of one-to-one coaching, training, and the Performance Management System and Personal Development Plans.
*Take overall ownership of HR issues including probationary reviews, disciplinary hearings, personal development plans, and payroll.
*Facilitate the implementation of incentives as appropriate for the teams
*Monitor the performance of teams and individuals, target development areas addressing issues of poor performance where appropriate.
*Be proactively responsible for staff motivation including monitoring and targeting levels of staff motivation.
*Be customer focused.