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Do you have experience managing a call centre team? Do you enjoy a fast paced enviDo you have experience managing a call centre team? Do you enjoy a fast paced environment where no two days are the same? If so, then keep reading!
Benefits
- Basic Salary of up to £36,800 per annum
- Full Time Permanent Role
- Company Pension Scheme
- Company Life Assurance Plan
- Daily Refreshments on Offer
- Modern Office Environment
- On Site Car Parking
- 28 Days Annual Leave including Bank Holidays
Duties
- Responsible for the management of a team of collectors and all aspect of their performance, resolving issues as they arise.
- Lead, motivate and manage collectors both individually and as a team, to achieve set targets, objectives & timetables utilising documented 1-2-1’s, coaching, sampling and feedback.
- Set, communicate, and monitor revenue targets daily / weekly / monthly for both individual collectors and the team.
- Performance manage any collector who has not met performance or revenue delivery through the contact centre performance management process.
- Monitor contact centre dashboard ensuring delivery of business objectives through SLA's and KPI's, ensuring calls are answered professionally and in line with company procedures, exceeding customer expectations.
- Work closely with dialler / campaign managers to ensure call demands are being met.
- Use all data available to understand and address key issues and trends such as call abandonment, calls waiting, call avoidance etc taking a robust approach with under-performers
- Maintain collectors’ attendance to ensure SLA’s are not compromised, liaising with the companies HR department in line with company procedures.
- Provide recommendations for continuous improvement of the operational process and report these at regular meetings.
- Provide support in implementing processes agreed with the Social Responsibility and Customer Welfare Manager to meet business requirements.
- Assist with planning the long-term recruitment requirements of the Customer Services Department work force.
- Monitor internal service desk, liaising with IT and Ring Central to report and resolve faults / malfunctions / issues where necessary.
- Maintain an up-to-date knowledge of all relevant Group Policies, Client Guidelines, Statutes and Regulations in order to provide assistance to staff on more complex issues & ensure all round compliance
- Liaising with other departments to ensure issues arising in relation to IT, HR, Payroll & Enforcement Agents are communicated and where necessary resolved.
- Work collectively with other managers to ensure smooth running of the contact centre in the absence of the contact centre manager
- Assist with change projects within the department.
- Assistance with any other duties that are within the scope of the job purpos
- You will be leading a team of call centre operatives whose main focus is to speak with customers about their debt
