Assistant Call Centre Manager Jobs in Portsmouth on your local Portsmouth jobs site. Careers in Portsmouth, local employment and work in Portsmouth.

Skip to the content

Job Search

search
by sector
by location

Quick Search

Keywords

Region

Location

Sector

Salary

Assistant Call Centre Manager

This job has expired, and cannot be applied for.

Astute Technical Recruitment - Portsmouth Jobs

Posted By: Astute Technical Recruitment - Portsmouth
Address:
Contact: 02392 658210
Date Posted: 22nd Sep 2008
Salary: £25000 - £28000 per annum + Bonus
Location: Portsmouth
Reference Code: 0807-71
Views Since Posting: 36
Full Description:

Required Experience:

The successful candidate will demonstrate a background in all centre management, consisting of a minimum of 4 years experience in the industry. This experience should specifically encompass the management and development of Team Managers, accountability for daily productivity and have a proven track record for process improvements and added value.

Main Purpose:

To manage 6 - 8 Team Managers and to be accountable for productivity and ensuring we meet the required service levels and to drive process improvements to ensure we deliver the best possible customer experience whilst maximising gross profits.

Key Areas of Responsibility:

Allocation of Individual Responsibilities - to align the company and project objectives, briefing the objectives to the Team Managers and agreeing individual responsibilities, SMART objectives and performance criteria. Daily monitoring of TM's tasks to ensure adherence to job requirements.

Daily Team Productivity - to be accountable for day to day productivity, ensuring we meet our agreed service levels. Undertake routine audits to check process adherence and routine data analysis to highlight trends and areas for improvement and follow-up plans for achieving the improvements.

Resource Allocation - to identify the skill sets and most effective human resource required to deliver our ongoing project objectives

Individual and Team Development - to identify the training and development needs of Team Managers in order to meet the required roles and responsibilities

Reporting Lines:

Direct to Call Centre Manager or Call Centre Director

Behaviours

Working together
Establishes and maintains formal and informal communication processes within the team
Puts forward persuasive arguments and negotiates to achieve win-win situations
Identifies and influences others to see the benefit of cross team /functional working

Leading others by example
Delegates responsibilities and provides support and coaching as required ensuring team commitment to them
Agrees team objectives and ensures team members understand and achieve them
Ensures all individual within project/skills team have development plans and are provided with the support to achieve them
Aligns project objectives with team and individual objectives

Building the platform for value added service
Drives and implements the delivery of new processes in order to deliver improved customer service/productivity
Creates opportunities for staff to develop new ideas/services/solutions
Recognises input from others, encouraging and building on ideas

Managing and delivering the business
Manages implementation plans into the Teams
Agrees and achieves business targets

Development
Helps set individual performance objectives, providing constructive performance feedback
Identifies individual training and development needs in order to achieve project objectives
Tracks individual progress and performance against objectives, highlighting areas of development
Carries out monthly performance updates with individual team members

Results Orientated
Identifies, controls and influences factors affecting project DOS achievement
Initiates methods and processes to achieve project results
Co-ordinates project activity, monitors progress towards targets and intervenes when necessary
Acts clearly and decisively when targets are threatened, taking timely actions

Analysis and decision making
Demonstrates an understanding of the impact of actions on the team, Sky and TLC
Considers the long term consequences of actions before making and implementing decisions
Balances the needs of the company when making and implementing decisions
Thinks in terms of objectives rather than generalisations, making them both clear and realistic

Skills
Analysis and reporting
Performance management
Planning and prioritisation
Objective setting and action planning
Skills analysis
Negotiation
Influencing and communication
Interpersonal

YOU MUST HAVE A MINIMUM OF 4 YEARS CALL CENTRE MANAGEMENT EXPERIENCE, IDEALLY YOU WOULD HAVE RUN A 150 SEAT CAMPAIGN.

ASTUTE COMMERCIAL ARE ACTING AS AN AGENCY IN REGARDS TO THIS POSITION