Call Centre Team Manager

Recruiter
XPERT RECRUITMENT SOLUTIONS LIMITED
Location
Stoke-on-Trent
Salary
25000.00 GBP Annual
Posted
09 Aug 2017
Closes
06 Sep 2017
Job Type
Manager
Contract Type
Permanent

XPert Recruitment Solutions are working in partnership with their successful Stoke-on-Trent 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 12-14 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

Immmediate Interview available