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Contact Centre Manager
This job has expired, and cannot be applied for.
- Posted By: LBM
- Address:
- Date Posted: 12th Jan 2009
- Salary: £28,000 - £35,000 + commission (dependent on experience)
- Location: Other (M24 2UG)
- Reference Code: JCCCM3
- Views Since Posting: 154
- Full Description:
Contact Centre Manager – LBM Direct Marketing - Middleton Site
LBM Direct Marketing is widely recognised as the UK’s fastest-growing data and contact centre provider. Established in 1996, LBM Direct Marketing Ltd now employs well over 2,000 staff companywide. Initially established as a Contact Centre outsourcing provider, LBM now has the capacity and the intelligence to offer a fully integrated data and contact centre marketing solution for some of the most well respected brands across Europe from O2, to Vodafone, 3 Mobile and many, many more.
LBM boasts 3 NW based Contact Centres (Altrincham, Bredbury, Middleton) and, in the last two years, has seen further growth with the introduction of another centre in Belfast. As a member of the Call Centre Association, our Contact Centres now house in excess of 1,500 contact centre staff companywide.
We are currently recruiting across our NW sites. Ideally we are looking for applicants with Contact Centre management experience within a sales orientated environment inbound AND/OR outbound.
Role Summary
The Call Centre Manager is responsible for the daily running and management of inbound and outbound call centre campaigns through the effective use of resources, setting customer service and/or sales targets and planning areas of improvement or development for staff.
Applying strong commercial awareness, the Call Centre Manager is heavily involved in the analysis of performance statistics for speed, efficiency, sales and quality and forecasting and analysis of data against budget figures.
Further to this, the Call Centre Managers role will centre around coaching, motivating and developing all contact centre staff to assist with the successful achievement of SLAs and KPIs.
The Call Centre Manager will be responsible for building a strong working relationship with all key internal and external interfaces from Senior Management, to the Client, Account Management and Recruitment.
You will be a results driven individual with a strong character, who will continually seek to improve the team processes and procedures, providing justification for this to the team and Senior Management.
Key Responsibilities
Managing the daily running of the call centre.
Direct line management of departmental Sales Managers
Reviewing the performance of staff, identifying staff training needs and planning training sessions to ensure quality of service, campaign performance and to meet contractual obligations
Liaise with Recruitment to plan, recruit and manage the deployment of resources within the team in order to maintain a skilled and effective workforce, ensuring contractual targets are achieved
Achievement of team and departmental objectives (including SLAs and KPIs)
Reviewing the performance of staff, identifying staff training needs and planning training sessions to ensure quality of service, campaign performance and to meet contractual obligations
Planning seating rotas and shift patterns
Provide an efficient and flexible response to operational issues in order to main service levels to ensure client and customer satisfaction. To handle the most complex contact centre issues.
Direct contact with internal and external customers/clients in order to ensure contractual obligation are met
Team morale/motivation and development
Ability to set an example through excellent communication skills and evidence of performance
To alert the Account Manager/Senior Management to any trends and issues with staff morale/motivation that could affect the team performance and to work with them to address the issues
To develop existing managers and team members in line with LBM policy
Ability to ensure all HR guidelines set are adhered to by team management
Manage own performance and personal development
Experience
Good understanding of Inbound and Outbound telephony/dialler systems.
Extensive knowledge of Microsoft packages.
Ideally qualified or working towards a qualification in Call Centre Management.
Extensive experience of leading a team/teams in a similar environment with proven results.
Key Interfaces
Internal and external clients/customers
GM
Sales Managers
Senior Management Team
Account Management Team
Personal Attributes
§ Excellent people management and communication skills
Strong commercial awareness
Analytical and problem solving skills
Strong organisational aptitude and proven time management skills
Approachable and flexible attitude to work
Demonstrate leadership skills
Presentation skills
Motivated, pro-active and enthusiastic
Remuneration
£28,000 - £35,000 (Dependent on Experience) + Commission
Company Car / Car Allowance
Annual Leave: 33 days including Bank Holidays
Healthshield
LBM Direct Marketing is widely recognised as the UK’s fastest-growing data and contact centre provider. Established in 1996, LBM Direct Marketing Ltd now employs well over 2,000 staff companywide. Initially established as a Contact Centre outsourcing provider, LBM now has the capacity and the intelligence to offer a fully integrated data and contact centre marketing solution for some of the most well respected brands across Europe from O2, to Vodafone, 3 Mobile and many, many more.
LBM boasts 3 NW based Contact Centres (Altrincham, Bredbury, Middleton) and, in the last two years, has seen further growth with the introduction of another centre in Belfast. As a member of the Call Centre Association, our Contact Centres now house in excess of 1,500 contact centre staff companywide.
We are currently recruiting across our NW sites. Ideally we are looking for applicants with Contact Centre management experience within a sales orientated environment inbound AND/OR outbound.
Role Summary
The Call Centre Manager is responsible for the daily running and management of inbound and outbound call centre campaigns through the effective use of resources, setting customer service and/or sales targets and planning areas of improvement or development for staff.
Applying strong commercial awareness, the Call Centre Manager is heavily involved in the analysis of performance statistics for speed, efficiency, sales and quality and forecasting and analysis of data against budget figures.
Further to this, the Call Centre Managers role will centre around coaching, motivating and developing all contact centre staff to assist with the successful achievement of SLAs and KPIs.
The Call Centre Manager will be responsible for building a strong working relationship with all key internal and external interfaces from Senior Management, to the Client, Account Management and Recruitment.
You will be a results driven individual with a strong character, who will continually seek to improve the team processes and procedures, providing justification for this to the team and Senior Management.
Key Responsibilities
Managing the daily running of the call centre.
Direct line management of departmental Sales Managers
Reviewing the performance of staff, identifying staff training needs and planning training sessions to ensure quality of service, campaign performance and to meet contractual obligations
Liaise with Recruitment to plan, recruit and manage the deployment of resources within the team in order to maintain a skilled and effective workforce, ensuring contractual targets are achieved
Achievement of team and departmental objectives (including SLAs and KPIs)
Reviewing the performance of staff, identifying staff training needs and planning training sessions to ensure quality of service, campaign performance and to meet contractual obligations
Planning seating rotas and shift patterns
Provide an efficient and flexible response to operational issues in order to main service levels to ensure client and customer satisfaction. To handle the most complex contact centre issues.
Direct contact with internal and external customers/clients in order to ensure contractual obligation are met
Team morale/motivation and development
Ability to set an example through excellent communication skills and evidence of performance
To alert the Account Manager/Senior Management to any trends and issues with staff morale/motivation that could affect the team performance and to work with them to address the issues
To develop existing managers and team members in line with LBM policy
Ability to ensure all HR guidelines set are adhered to by team management
Manage own performance and personal development
Experience
Good understanding of Inbound and Outbound telephony/dialler systems.
Extensive knowledge of Microsoft packages.
Ideally qualified or working towards a qualification in Call Centre Management.
Extensive experience of leading a team/teams in a similar environment with proven results.
Key Interfaces
Internal and external clients/customers
GM
Sales Managers
Senior Management Team
Account Management Team
Personal Attributes
§ Excellent people management and communication skills
Strong commercial awareness
Analytical and problem solving skills
Strong organisational aptitude and proven time management skills
Approachable and flexible attitude to work
Demonstrate leadership skills
Presentation skills
Motivated, pro-active and enthusiastic
Remuneration
£28,000 - £35,000 (Dependent on Experience) + Commission
Company Car / Car Allowance
Annual Leave: 33 days including Bank Holidays
Healthshield
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