Shift Manager Out of Hours

Posted 29 January by Cobham Consulting

Salary: Hourly rate - £15.00 -£16.00 per hour / pro rata £32,400

Working hours: 6:00pm-10:00pm (Monday to Thursday) and a Saturday shift, 10:00am-4:00pm

Summary of role and responsibilities

This role will continue the progression of the successful out of hours team in maximising every opportunity through inbound and outbound calls and continue to deliver an outstanding customer experience. You will oversee the daily team and act as liaison between your team and the day team.

Duties and Responsibilities

  • Supervise the Out of Hours team
  • Manager staff members, creating weekly schedules and assign tasks
  • Motivate staff to meet individual and team goals
  • Provide ongoing training and coaching to team
  • Communicate with day management team
  • Ensure all shifts are covered adequately
  • Liaise with day management team to priorities
  • Exceed issued KPIs and targets issued
  • Report on performance, attendance and activity
  • Ensure accuracy and compliance

Essential Candidate Qualities

  • Experienced in managing an outbound/ inbound telephone and web based operation
  • Results driven with a positive, enthusiastic 'can do’ attitude
  • Highly organised with effective time management skills
  • An excellent communicator, with strong interpersonal skills to ensure seamless working partnership with the day team
  • Well presented with an excellent telephone manner
  • Professional and forward thinking
  • A sense of urgency with an ability to see through issues through to completion, methodically within tight deadlines
  • Computer literacy, especially in Excel and Word

Why Work Here?

  • Sunday Times Top 100 Employer
  • Free local gym membership
  • Free weekly wellness classes - massage, yoga and relaxation
  • Free access to on-site doctor
  • On site subsidised Café & garden
  • Company profit bonus scheme
  • Regular social events run by a dedicated in-house team

Required skills

  • Communicator
  • Customer Experience
  • Management
  • Training

Application questions

Do you have experienced in managing an outbound/ inbound telephone and web based operation?
Experience managing a team?
Confident on the telephone and excellent interpersonal skills?

Reference: 34342213

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