Contact Centre Manager (Immediate Starter)

Essex, England
Market Rate
23 Dec 2016
20 Jan 2017
Regis Banza
Job function
Full Time
Contract Type
Are you looking for a long term career in Sales Management? If so, I have a fantastic opportunity for you. My client, an award winning ancillary products provider within the Travel Industry is seeking an experienced Call Centre Supervisor and leader to join their friendly sales team and be responsible for managing the call centre.

The successful candidate will be responsible for the smooth and efficient handling of calls from customers to the call centre. The Call Centre Supervisor must have solid experience of leading a Call Centre team. This role will be managing and leading a team to optimise productivity, quality and customer service. This will be achieved through the management, motivation, development and strong effective leadership of the team.

You will be responsible for:

* Managing the day to day running of the call centre including calls, emails and Livechat
* Ensure all calls are handled by the call centre agents in accordance with the agreed quality standards
* Source and maintain suitable equipment to run the department ie callview, call queuing, Livechat
* Resource planning - recruit right people for the right job
* Staff performance reviews and training
* Measure and monitor performance of the department including sales conversions
* Awareness of what is happening in the industry
* Develop, train and maintain standards of service levels for call centre staff
* Management of Staff rotas and continually review and plan the call centre resource requirements against existing and new campaigns based on forecasted call volumes, in order to identify and address under / over capacity in the call centre
* Attend meetings as necessary
* Feedback to management and product managers on customers insight and other information
* Monitoring and reporting staff sickness and holidays.

Person Specification:

* Organised and Efficient
* Previous proven team-management experience within a call centre environment
* Self-motivated
* Team player
* IT literate
* Good commercial acumen
* Strong people-management skills
* Ability to interpret stats and data
* Good interpersonal skills
* Enthusiastic and able to display good initiative and lead by example

The Package:

The successful applicant can expect an excellent and competitive market salary of £27k plus bonus and excellent additional benefits.

If you feel you have the right call centre/team management background and would like to be considered for this excellent career opportunity, please send your CV and covering note to or apply online.

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