Call Centre Team Managers
Job Description:
Call Centre Team Managers
About the Listening Company:
As the employer of choice in the contact centre industry, The Listening Company is the perfect place to kick-start or further your career.
The Listening Academy is the only ICS (Institute of Customer Service) accredited training and development programme in the industry and arms our people with the tools to succeed in the workplace and in their personal lives.
We pride ourselves on our internal recruitment programme and promote the fact that many of our staff progress though the ranks.
So if you’re looking for a new challenge and wish to join a dynamic, award winning organisation then The Listening Company is the place for you.
Job Purpose Summary:
To manage the day to day delivery of a team of 15 -20 inbound customer service professionals via strategic measurement and individual development to achieve client targets (KPIs/ SLAs).
Key Responsibilities and Accountabilities (Duties):
1. Targets/Service Levels – to monitor and ensure the delivery, maintenance and ongoing improvement of sales efficiency targets, through the management of individual operator performance
2. SP Development – to identify strengths and weaknesses providing ongoing training and coaching, setting individual objectives
3. Morale and Motivation – delivery of team Buzz Sessions; to monitor, analyse and report trends in SP morale and motivation, taking appropriate action where necessary to meet the required standards
4. Teamwork – To build and maintain close working relationships to ensure the successful delivery of the team objectives and targets
5. Strategic Analysis and Reporting – to analyse SP performance, giving feedback and implementing recommendations in line with client requirements
6. Training Needs Analysis – to carry out, and report, regular team training needs analysis, identifying individual and team training needs and actioning recommendations
7. SP Performance Feedback – to provide ongoing feedback on the quality of the SP’s performance to both the individuals and the Management Team
8. Quality Targets – to devise and maintain call quality measurements in agreement with the Management Team
9. Operator Recruitment Feedback – to provide feedback to recruitment to support SP selection, ensuring the correct skill sets are recruited to deliver the targets
10. Product Champion – to be the product champion ensuring that the SP’s have an up to date and comprehensive level of product knowledge
Knowledge, Skills & Qualifications:
1. Commercial understanding of call centre business
2. Understanding company processes
3. Knowledge of company strategy, contact strategy, escalation processes
4. Call Centre Management processes
5. IT and telephony applications
6. Efficiency / Financial analysis
7. Coaching, training and motivation
8. Time management
9. Planning and prioritisation
10. Reporting and analysis
11. People management
12. Advanced customer care and objection handling
Operating Hours:
• Shift work – includes weekends (not every weekend)
• Rotas are issued a month in advance for Managers although some flexibility may be required.
• Shifts work on a rotation basis of a mixture of early, mid and late shifts – eight hour shifts between 7am and 11pm.
Salary:
• Negotiable based on relevant experience.
How to apply:
Please submit your application to Rebecca Milner (details below) by email -including a covering letter and an up to date copy of your CV (as a word document – paper copies and scanned images will not be accepted).
Rebecca Milner
rebeccamilner@listening.co.uk
Tel: 0208 484 1235
