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Contact Centre Manager Job Description
Job Summary-Contact Centre Manager Job Description
* Responsible for the effective management of the contact centre.
* Setting and meeting performance targets, based on contract specific metrics, and own internal standards.
* Planning and management of change, setting and implementing the strategic agenda for the contact centre, working closely with the Service Director.
* Identify build and expand the product offering of the contact centre.
* Develop in conjunction with the contract teams the company management process, through analysis of data and the onward transmissions to facilitate "whole life asset management".
* Monitoring random calls to improve quality minimise errors and track Customer Service Representatives performance.
* Develop and manage the contact centre team(s) specifically the Supervisor, in accordance with current HRM systems and processes, including PDR processes for direct reports and Objective setting.
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Provide integrated service delivery solutions through the contact centre in support of company contracts and business units.
Daily Management of contact centre team by effective use of resources, with responsibility for setting, meeting, and exceeding customer service targets through pre-determined Key Performance Indicators.
Main responsibilities-Contact Centre Manager Job Description
* Coaching and motivating staff to ensure retention and optimum performance. Identify on-going training needs.
* Organising staffing, including shift paterns and the number of staff required to meet demand. Handling complex customer complaints or enquiries.
* Forecasting and analysing data agianst budget figures as directed.
* Collation of reports.
* Management of improvement programs.
* Full P&L responsibilty of the contact centre.
* Ensure ongoing compliance with current company SHE plan.
* Contract specific data review, to show performance vs target.
* Monthly performance report review.
* Monthly P&L review Total team of 28 staff with one direct report.
* Responsible for an annual operational budget of 1 million Contact Centre Manager Job Description
Knowledge, Skills and Abilities-Contact Centre Manager Job Description
Essential
Proven IT skills, including current contact centre sytems.
* Proven management skills.
* Proven Contact / Call center exepriance.
* Working knowledge of Asset Management.
* A passionate approach to delivering change.
* Stong Motivational skills
* Customer relationship managemet Skills
* Strong commuincation skills.
* Working knowledge of Quality Management Systems including, Lean, Six Sigma, Continuous Improvement programs, and ISO 9001.
* Working knowledge of Current legislation relating to areas of operation.
Essential Qualifications:
* Good general level of education.
* Academic qualifications:
* Higher Education qualification, or equivalent experience.
* Full driving licence
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Contact Centre Manager Job Description
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