Call Centre Team Managers

Role Overview

Working in a busy outsourced Call Centre, the Team Manager will be responsible for day-to-day management of a team of 8-10 Bureau advisors. The successful candidate will be responsible to motivate and drive the performance of their team ensuring individual/team targets and KPI's are met, including sales results, productivity and call quality.

Work Pattern: Full time 40 hours (typically over 5 days)
Salary: Competitive + attractive bonus scheme + private healthcare

Permanent role with excellent progression opportunities.

Core responsibilities

• To facilitate the management of client campaigns
• To manage and lead teams to ensure all campaign targets are achieved and clients expectations are delivered and exceeded
• Managing absence and lateness by ensuring completion of absence and lateness forms and ensuring process are followed and adhered to
• To conduct and ensure that Advisor reviews and QA are completed with all advisors and development ensues
• To be able to complete the tasks expected of all advisors in order to facilitate company and client expectations
• Taking control of the campaigns once the implementation has taken place
• Facilitating necessary recruitment alongside Head of Training and Quality
• Facilitating Scripting amendments
• Liaising with all parties regarding full implementation in line with SOW and campaign Implementation Team
• To ensure that client and company expectations are met with regards to key KPIs and SLAs
• To assist with training of campaigns ensuring clients expectations are met
• To complete initial follow up coaching and campaign updates as and when required
• To be proactive in the work that is required to implement change for the best of the business
• Help conduct reviews with the core team.
• Send daily/weekly reports

Person Specification

• Successful candidates must speak and write English fluently. Native dialect is important.
• Proven track record in team management preferably within an outsourced environment.
• Solid understanding of key performance metrics and performance management techniques
• Professional, self-motivated individual with excellent communication skills and positive working attitude
• Good interpersonal skills to be able to deal with people at all levels.
• Being able to work independently as well as within a team
• Flexible and happy to work shift patterns as per business requirement

Working Requirements

Bureau runs 7 days a week

All Team Managers will be scheduled to work 40 hours per week (typically over 5 days). Full flexibility is required.