Call Centre Team Manager -Coventry

Recruiter
Hollyfield Personnel
Location
Bermuda Park
Salary
£25,000 per annum
Posted
29 Jul 2017
Closes
16 Aug 2017
Contract Type
Full Time

Hollyfield Personnel are working in partnership with their successful Coventry based client who is currently recruiting for a Call Centre Team Manager to join their team on a permanent basis.

This role is based on expansion within the company and to start as soon as possible.

Main Duties:

  • Being responsible for the daily running and management of the team
  • Day to day management of a team of up to 12 staff
  • Meeting and exceeding customer service targets
  • Highlighting areas for improvement and development
  • Ensure that all calls are answered by staff within agreed time scales
  • Co-ordinate and motivate call centre staff
  • Setting and meeting performance targets for speed, efficiency and quality
  • Handling escalated and complex complaints and enquiries
  • Overseing performance reviews, attendance, schedules and disiplinary processes
  • Adhering to company policies and procedures
  • Will be responsible for the daily running and management of the team through the effective utilisation of resources
  • Assisting with coaching and development to help maximise performance.
  • Motivate the team, pushing to meet KPI’s and all targets set
  • Liasion with other managers and key stakeholders

Key Skills:

  • Experience in leading and managing call centre teams.
  • Good communication skills.
  • Ability to multitask and prioritise workloads.
  • Ability to work in a fast paced and pressured environment dealing with high volume calls
  • High standards of accuracy.
  • Ability to maintain confidential information
  • Be very self motivated and lead by example.

Hours of work:

37.5 hours per week

Salary:

£25,000

Due to the volume of responses we receive, if we do not contact you within the next 5 days, unfortunately you have not been successful on this occasion.