CALL CENTRE MANAGER – Based in Manchester - URGENT!!!

CALL CENTRE MANAGER – Based in Manchester

Call centre / contact centre manager who will be responsible of managing a team of agents as well as the effective day to day running of the team; ensuring that the customer receives a high quality of service and support at all times. This role will include; maximising and developing performance through effective people management along with coaching and monitoring team performance to ensure that the targets and KPI’s are achieved.

Main Responsibilities

• Build and maintain team relationships and morale.
• To actively support and give guidance to agents to provide a high quality of service and support to the customer.
• Manage the day to day running of the team including the management and monitoring of workloads.
• To monitor performance and calls to ensure calls are handled in a professional manner and high quality of customer service and support is delivered.
• To undertake side by side coaching and development sessions with all team members and completing the appropriate documentation.
• To provide relevant constructive and developmental feedback.

  Essential Attributes

• Demonstrated outstanding performance management in a previous role.
• Experience of working in a pressurised customer service or sales environment.
• Track record in managing teams to achieve targets, KPI’s and delivering a high quality customer service.
• Experience of monitoring and managing individual and team performance.
• Ability to undertake one to one coaching and development activities including giving feedback.
• Good organisational skills and ability to prioritise workload efficiently.
• Precise and clear in both written and verbal communication.
• Be flexible to respond quickly to new situations and business change.
• IT literate with strong keyboard skills.

  What We'll Offer

• Excellent commission structure and a potential OTE of £45k+
• A bespoke training course and subsequent regular training and support thereafter
• Abundant opportunity for continuous development and progression within a growing business
• Bupa healthcare cash plan
• Increased holidays with length of service
• Childcare voucher scheme
• Contributory company pension scheme
• Death in service & company sick pay schemes.
• Company reward scheme including; length of service awards, peer to peer recognition, suggestion scheme and employee of the month & year awards
• Maternity, paternity & adoption schemes
• Employee assistance programme
• Free fruit, tea and coffee
• Refer a friend reward scheme
• Dress down days
• Company social events including; summer parties, team nights out & much more
• Make a difference day – 1 paid day off work to volunteer at a charity of your choice

  Basic Salary of £25,000 - £30,000 per annum

  On Target Earnings of £40,000 (uncapped) per annum