Contact Centre Manager
Contact Centre Manager
York
Salary £25,000 - £30,000 per annum depending on experience
Full Time
Our Client is seeking a highly experienced Contact Centre Manager based in York, North Yorkshire. You must have experience to drive an outbound telephone survey department, with line management responsibility for the outbound team and as the business grows the team leaders to ensure the business performance targets are met.
Contact Centre Manager – Job overview and responsibilities:
Recruit and train a highly productive and dynamic team of researchers.
Management the day to day operations of the outbound call teams, creating a positive work environment to support the achievement of telephone survey collection.
Ensure the effective management of workloads/researchers so that initiatives are achieved and plan ahead to meet team/client targets and objectives and prepare and plan for business/team threats that may threaten/impact delivery.
Manage the outbound researcher’s conversion rates.
Quality control of all collected surveys.
Data collection of all call data for the research team to work through.
Effective communication with each new customer to obtain access to their data, email addresses set up and a communication schedule to keep them up to date with regards to their go live date.
Provide timely data on your team’s performance and continually look for ways to improve the survey collection process.
Represent the contact centre effectively liaising with the sales and marketing departments and any relevant external parties.
Devise and pull monthly and quarterly data reports pertaining to the individual clients accounts.
When necessary coach team leaders and provide structured feedback in order to drive a "continuous improvement" culture within the contact centre.
Experience required:
Proven operational and people management experience within a contact centre sales/service environment (both inbound and outbound) which must be recent.
Proven experience working in a fast paced environment.
Target and service delivery results driven.
A working knowledge of HR procedures and experience of dealing with challenging situations.
Experience of dealing with change management.
Knowledge of contact centre management systems or similar in-house database system.
Proficiency with Microsoft Word, Excel and Outlook.
Excellent written and verbal communication skills.
Must be an experienced people manager.