Job Specification

JOB TITLE Call Centre Team Manager

CONTRACT TYPE Full time

REPORTS TO Call Centre Manager

SHIFT Flexible hours Mon to Sunday 8am to 9pm, 42.5 hrs per week

JOB SUMMARY

To support the aims and objectives of the call centre through liaising with the management team. You will manage a team of customer service agents and be required to create a motivational and efficient team.

KEY RESPONSIBILITIES

• To ensure that all team activity is reviewed, evaluated and audited to ensure maximum effectiveness is achieved and maintained
• Identify staff development needs and skills gaps within the team. Promote and assist with training requirements in order to aid succession-planning requirements.

• To act as a role model in all activity and communication and drive employee engagement through a collaborative and empowering management approach, ensuring that the team understand the impact of their actions on the wider business.

• Maintain regular reporting such as KPIs, Quality & 121's

• To have the ability and knowledge to implement PDP's and PIP's to help guide and improve team members
• Develop relationships both within the call centre and business stakeholders to ensure great customer service is always delivered
• Responsible for the opening/closing (key holder) of the site, ensuring that the site is always secure.
• As Team Manager you are required to follow company policy requirements and implement or escalate disciplinary matters
• Manage the order building process from start to finish - liaise with buyers for product availability and ensure selling targets are achieved
• Manage daily and weekly incentives - analyse which incentives work the best

ESSENTIAL REQUIREMENTS

• Minimum 4 years management experience
• Able to analyse statistics from telephony system
• Reasonable understanding of Microsoft word and excel

PERSON REQUIREMENTS

• Excellent Communication skills.
• Good people skills with an approachable manner, confident and able to inspire confidence in others.
• Proactive in identifying and implementing solutions to problems and issues that arise.
• Fair, consistent, and flexible in approach.
• Highly motivated with a positive attitude and proven ability to motivate a team
• Ambitious with a desire to constructively develop both self and others.

Please call Nicola at HR GO recruitment for more information on 0151 3471110 or nicola.evans@hrgo.co.uk