Contact Centre Manager - London, United Kingdom - Page Personnel Secretarial & Business Support

Page Personnel Secretarial & Business Support
Page Personnel Secretarial & Business Support
Verified Company
London, United Kingdom

1 week ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

A highly reputable telecommunications contact centre business is looking for a skilled contact centre manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness inside its London office.


Client Details


A large telecommunications contact centre based within the centre of London who is partnered with several global brands, offering out-sourced services in order to promote efficiency and great customer service assistance.


Description
The responsibilities of the successful contact centre manager will be to:

  • Hire, train & support contact centre agents
  • Monitor & evaluate the performance of contact centre agents
  • Identify any operational issues and suggest improvements
  • Prepare reports and analyse available data
  • Evaluate contact centre technologies and customer service standards,
  • Form contact centre operational strategies, including capacity planning
  • Meet financial objectives of the call centre
  • Conduct effective resource planning to maximise the productivity of resources (people, technology etc.)
  • Carry out regular 121's, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.

Profile

The successful contact centre manager will have:

  • Proven experience as a contact centre manager or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (costeffectiveness, costbenefit etc.)
  • Proficient in MS Office and call centre equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organisational and leadership skills with a problemsolving ability

Job Offer
Competitive salary

Annual bonus

24 days holiday

Causal workwear
More jobs from Page Personnel Secretarial & Business Support
See all jobs of Page Personnel Secretarial & Business Support