|Job Ref:||204695437||Employer:||cv-library.co.uk||Job Type:||Permanent||Country:||United Kingdom||County/State:||Hertfordshire||City:||Hertfordshire||Address:||Post Code:||WD5||Salary:||£50000 - £60000/annum||Post Date:||23/10/2016 08:49|
This is a great opportunity for our client who is recruiting for a Contact Centre Manager to lead and motivate your Team Managers responsible for delivering the key revenue, profitability and service level targets for their Services Centre. You will need drive, enthusiasm and great engagement and support skills to manage the Centre to deliver the objectives, all whilst providing, "a personalised service to members through independent, practical advice from people they trust and who are empowered to deliver an outstanding service every time".|
We are looking for an experienced and proactive leader to motivate & positively impact the performance of their team of direct reports through:
Encouraging a high performance culture and behaviours, with support as necessary through the PDR process, utilising feedback to appraise individuals' performance and meet their objectives.
Coach the team to effectively drive the engagement levels and manage Advisors to ensure the centre is a great place to work
Providing the mechanisms for regular recognition and rewards to help drive outstanding performance and recognise the value of everyone's contribution.
Managing, owning and ensuring the right levels of resourcing, attendance and turnover within the MSC.
To drive the achievement of the organisation's commercial and operational targets including; response rate across all channels, revenue production and conversion rates, referral rates for new business all whilst maintaining solid retention rates. Additionally to support the achievement of VoC customer satisfaction standards.
To deliver regular communication and knowledge sharing sessions across Member Services, presenting performance results and changes to processes or procedures
To engender positive working relationships and collaboration across the broader business with key external and internal stakeholders
What we're looking for
A leader with a track record of leading, inspiring and motivating a team of direct reports using a proactive and 'hands on' approach within a demanding customer service & sales environment. You will have a proven ability to work effectively and drive results under pressure through a leadership style with the confidence and inter-personal skills to lead by example & motivate others. You will also need:
To be results-oriented and quality-focused individual with a passion for service excellence
A high level of business awareness and commercial acumen
Efficient planning and organisation skills
Strong and effective communication skills at all levels and across all media