Outbound Contact Centre Manager

Posted 29 September 2017 by CCR Recruitment & Selection

Outbound Contact Centre Manager

Salary - £40,000 Plus Benefits

Location - London

My Client is a leader within their sector and operate a busy contact centre in Central London

Job Description: To manage the team of outbound telephone staff, ensuring that all our telephone strategies and requirements are met.

Key Duties

  • Department Management
  • Resource planning and forecasting: ensuring that we have the right level of resource to service all projects
  • Determining when we need to embark on recruitment campaigns for Outbound staff
  • Overall responsibility for quality standards in call handling
  • Ensuring telephone data and fieldwork reports are prepared accurately and in timely fashion
  • Ongoing focus on business and process improvement
  • Sign off centre budgets
  • People Management
  • Work with the Director of Operations to ensure that the telephone interviewing team is structured to achieve its objectives, and that the right people fill each of the roles
  • Manage and motivate the contact centre team
  • Collate performance feedback and conduct appraisals
  • Training
  • Identify skill gaps and coordinate required training for team members
  • Work collaboratively with other departments
  • Hold regular team meetings
  • Ensure actions identified from employee satisfaction surveys are implemented and continuously reviewed

Experience:

  • At least two years managing a team within an inbound or outbound call centre.
  • Experience of managing homeworkers desirable but not essential

Knowledge & Expertise:

  • Comprehensive knowledge of MS office applications.
  • Highly numerate and literate.
  • High level of business acumen

Personal Qualities:

  • Strategic thinker
  • Relationship builder
  • Eye for detail and results driven
  • You’ll continuously champion change, communicating proposed solutions clearly and effectively
  • An effective communicator
  • Ability to deal with several work streams simultaneously
  • Enthusiastic, Inspirational and motivated

Please apply today!

Required skills

  • Team Leader
  • Telecoms
  • Sales Support
  • call centre manager
  • call centre team leader

Reference: 32668800

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