Job Title: Contact Centre Manager (Nights)
Job Type: Permanent
Location: Redditch
Start Date: ASAP
Salary £24k pa
Ref No 121141-113985_485086
Location: Redditch
Salary: £24,000
Hours: Monday- Friday 4pm - 12am however, weekend and night working is required on a regular basis to meet the needs of the business.
Our highly successful client is looking for an experienced Contact Centre Manager to join there busy team.
Day to Day duties will include the following:
* Assist Head of Contact Centre with developing and implementing Contact Centre (CC) strategy, management and development of resources.
* Work with other departments to ensure business drivers and accurate processes are implemented, updated, agreed and revised to meet customer demand.
* Assist Head of Contact Centre in maintaining shift alignment in line with Production Team schedules.
* Ensure regular off system time allowance in place for 1-2-1s and Team Meetings
* Ensure all Contact Centre Advisors (CSAs) are trained and equipped to take both Sales and Service calls according to call forecast on rotational shift patterns through a 24/7, 365 day a year operation.
* Identify absence and attrition trends and work with HR on any issues identified.
* Ensure all Team Leader and CSA monthly reviews completed and trends are reported into the Head of Contact Centre.
* Employee engagement - drive activities that maintain interest in the business and actively seek feedback from CSAs through "skip level" meetings.
* Highlight and resolve any Team Leader performance concerns through the monthly appraisal process.
* Highlight any Team Leader training needs through the monthly appraisal process.
* Regularly review all CC processes to ensure fit for purpose and efficiency.
* Support the implementation of any new products and services within the CC.
* Ensure adherence to policies: Absence, late policy, code of conduct etc.
* Assist Head of Contact Centre in Health and Safety practice: ensure sufficient First Aid and Fire Safety Training is up to date and the necessary First Aid and Fire evacuation procedures are in place. Annual DSE completion for all staff.
* Identify and assist with any telephony enhancements required.
* Assist the Head of Contact Centre in maintaining a customer complaint escalation procedure to include complaint trending and resolution.
* Take customer calls as required.
* Identify and highlight any cost saving elements with the CC or other areas if required.
* Maintenance of CC dashboard - call volumes, abandonment rates and daily absence percentage.
* Regular review of KPI results to identify areas of improvement in productivity: AHT, wrap time, hold time and off system time.
* Regular customer query analysis to identify opportunities to reduce enquiries.
Feedback to be supplied to other areas of the business to assist in query reduction
As a person you will need the following qualities and experience:
* Suitable candidates should have management experience
* Must have knowledge of working in a contact centre role
* Must be flexible with working hours
* Ability to work in a fast paced and busy office environment
* Must be driven and KPI focused
eResponse Office Appointments team fill hundreds of temporary, temp to perm and permanent vacancies throughout Worcestershire and South Birmingham every Year.
Operating from multiple registration centres across Redditch, Worcester and Kidderminster, our team offer a unique service tailored to match your exact needs and can assist you with the following job categories: Clerical / Administration, Call Centre, Customer Services, Sales & New business development, secretarial & PA, Accountancy & Finance, Professional and management!!
We are always searching for the best talent, so if you know anyone, why not recommend them to one of our professional team who will be more than happy to help.
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