The Call Centre Manager (CCM) will be responsible for the daily running and management of the call centre through the effective use of resources. The individual will be responsible for meeting, setting customer service targets as well as planning areas of improvement or development. The Call Centre Manager will ensure that calls are answered by staff within agreed time scales and in an appropriate manner.
The Call Centre Manager will coordinate and motivate call centre staff and may also manage staff recruitment. This person will liaises with other departments such as HR and IT.
Setting and meeting performance targets for speed, efficiency, sales and quality;
Managing the daily running of the call centre;
Liaising with supervisors, team leaders, and ticketers to gather information and resolve issues;
Maintaining up-to-date knowledge of industry developments and involvement in networks;
Monitoring random calls to improve quality, minimise errors and track operative performance;
Coordinating staff recruitment for Call Centre and liaising with HR Unit on staff planning
Reviewing the performance of staff, identifying training needs and planning training sessions;
Recording statistics, user rates and the performance levels of the centre and preparing reports;
Handling the most complex customer complaints or enquiries;
Organising staffing, including shift patterns and the number of staff required to meet demand;
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
Forecasting and analysing data against budget figures on a weekly and/or monthly basis;
Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products.