Call Centre Manager

Call Centre Manager – North West London – £30-35K

My client operates a mid-size call centre business, based in North West London, and offers complete end-to-end Call Centre Services to its extensive client base.

Looking for a Call Centre Manager to support the next phase of growth.

Responsibilities for the role below:

The Operation is a shared desk resource that answers inbound calls 7 days a week. The Bureau handles contacts across a range of up to 50 clients, who have a variety of call handling and email requirements.

Each client has a different direct dial entry number which links to their associated script within CallScripter, the in house front office system.

The operation is equipped to handle 1000’s of calls per day, the majority of which are chargeable on a per second basis.

The benefit of the Bureau operation to the client is that the resource can be scaled up or down in relation to variable forecasted call volumes.

The call centre agents are fully trained in handling calls for the following:

*Inbound calls for customer service and sales queries.
*The utilisation of the client’s in-house CRM and payment platforms in order to manage sales orders and process customers’ credit/debit card payments.
*First line technical support
*Engineer and technical call out services
*Reservation bookings

The Bureau Team is supervised by:

*Call Centre Manager
*Assistant Call Centre Manager
*A number of Supervisors who work across the required operational shifts.

Job Activity

To ensure all inbound calls are handled by the call centre agents in accordance with the Quality Assurance requirements.

To ensure that all Service Level Agreements are met.

To ensure sales conversion targets are met on relevant campaigns.

To monitor and maintain agent productivity levels in accordance with required targets.

To maintain good client relationships at all times.

To ensure the clients’ reporting/escalation requirements are dealt with on a timely basis.

To ensure that all FCA compliance requirements are met on the relevant campaigns with the appropriate agent training.

To ensure that all agents have the necessary skills to receive calls on multiple campaigns through consistent monitoring and training.

To 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.

To manage the Bureau P&L in order to ensure profitability in it’s own right.

Direct Reports

Assistant Call Centre Manager
Two Senior Supervisors

Indirect Report

25 Customer Service agents, growing to 50 over the next 18 months.

Knowledge /Skills/Qualifications

*Ideally Graduate calibre
*Enthusiastic and a Self Starter
*A minimum of three years proven Inbound Call Centre Management experience within an Outsourced Call Centre environment (essential)
*Previous proven client relationship experience
*Strong interpersonal skills at all levels including Directors
*A Team Player with proven ability in motivating teams to consistently achieve the required Service Level requirements and sales conversion targets.
*Can use own initiative to achieve the best results
*Has been ultimately responsible for call quality and agent training
*Can interpret inbound call centre statistics and act accordingly
*Can interpret and act upon reports relating to agent productivity levels
*Has knowledge of and is used to working in a FCA environment

Problem Solving and Decision Making

*To meet the client’s Service Level Requirement
*To meet the sales conversion targets on relevant campaigns.
*To maintain good call quality through call monitoring and liaising with Quality Assurance
*To meet the agreed scheduled hours requirement to fulfil the service level requirements

Core Competencies

*Customer Services Inbound Call Centre Management experience in an Outsourced environment
*Inbound sales experience
*Good interpersonal and communication skills at all levels
*Good command of the English Language, both spoken and written
*Good commercial understanding and appreciation
*Attention to detail
*Flexibility of approach to determine the best way of doing things to achieve maximum results
*Team Player.

Technical Competencies

*PC literate
*Keyboard skills
*Word and Excel skills to an Intermediate level
*A level of understanding of the IT and Telephony infrastructure of a call centre
*To be able to design system driven and internal performance reports

If you are looking to progress your career with a fast growing company please send your CV.

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.

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