Call Centre Manager

Posted 20 February by Pressplay Call Centre

We have an exciting opportunity for an experienced manager to join our team. You will support the Managing Director with the general management of the office and staff including overseeing several team leaders. The role entails 3 key areas of responsibility including being in control of the day to day running of the team and office, HR management and general admin support.

Key responsibilities and Duties:

  • Leading and motivating a team of office-based sales and customer service staff
  • Monitor, maintain and improve staff performance, accuracy and efficiency
  • Recommend and deliver process improvements
  • Client focused, results driven professional attitude
  • Able to lead by example, inspire others and maintain high positive energy
  • Help others succeed by sharing knowledge, experience and insight with the team
  • Call monitoring to ensure quality, compliance and excellent customer service
  • Review, assess and identify coaching and training needs
  • Providing coaching and delivering feedback
  • Establish and maintain effective work procedures
  • Ensure data protection - proprietary data of customers
  • Ensuring the highest level of customer care is adhered to at all times
  • Taking personal responsibility for correcting customer or client service problems

HR Responsibilities:

  • Acting as first point of contact for all staff enquiries
  • Ensuring all HR records are up-to-date and accurate at all times
  • Recruitment and end-to-end management of the new starter/leaver process in line with internal policies and legislation
  • Annual leave calculation and authorisation
  • Absence management; including tracking absence, filing relevant paperwork, coordination of Return to Work meetings and creation of monthly absence report
  • Tracking and recording employee appraisals, disciplinary and grievance matters
  • Creating staff shift rotas and break schedules. Prioritise staff according to business volumes.
  • Accurately collating staff working hours for monthly payroll, logging any concerns or queries
  • Ensure compliance with all H&S procedures and relevant legislation

Admin duties include:

  • Completion of internal and external reports on a daily, weekly and monthly basis
  • Collating data reports for monthly invoicing
  • General office control; office supplies, upkeep, welcoming visitors, organising events/meetings
  • Maintaining phone numbers using telephony system
  • Setting up and maintaining web-based order processing systems

Essential Requirements:

  • At least 2 years’ experience at a management level
  • Professional and articulate with excellent verbal and communication skills
  • Ability to multi task and work well under pressure
  • Excellent time management
  • Moderate PC skills including extensive knowledge of Excel & Word
  • Attention to detail and ability to accurately record information
  • Confidence, energy, resilience and ambition
  • A flexible approach to work is essential, overtime may be required during busy periods

Desired Requirements:

  • Experience in leading teams within a high volume call centre environment
  • Ability to help motivate others and to develop and improve their skills
  • Experience working in a targeted environment including working towards KPIs and SLAs
  • Knowledge of effectively using CRM and Database systems as an analytical and trend spotting tool

Hours of work will be Monday - Friday, with some weekend cover required. Salary is negotiable based on experience and the opportunity to earn a bonus to increase this further. Annual leave is 28 days and start day will be mid March.

To be considered for this exciting position, please apply today via email, with a covering letter detailing how you meet the requirements and giving examples where possible.

Required skills

  • Coaching
  • Communication Skills
  • Customer Service
  • Management Skills
  • Sales

Reference: 37330623

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