Call Centre Manager at Crystal Recruit

You'll have responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. Call Centre managers ensure that calls and emails are answered by staff within agreed time scales and in an appropriate manner.

Your duties will include:

• Manage inbound and outbound calls
• Managing the daily running of the call Centre, including sourcing equipment, effective resource planning and implementing call Centre strategies and operations
• Carrying out needs assessments, performance reviews and cost/benefit analyses
• Setting and meeting performance targets for speed, efficiency, sales and quality
• Ensuring all relevant communications, records and data are updated and recorded
• Advising clients on products and services available
• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
• Maintaining up-to-date knowledge of industry developments and involvement in networks
• Monitoring random calls to improve quality, minimize errors and track operative performance
• Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff
• 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
• Organizing 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 analyzing data against budget figures on a weekly and/or monthly basis.

To be Successful, you will need to show:

• Excellent communication skills
• A strong customer focus and a good telephone manner
• The ability to work well in teams
• Leadership skills and the ability to motivate and develop staff
• A desire to help others work towards targets and develop their skills
• Confidence and a good business sense
• The ability to set, meet and exceed targets
• A focused and self-motivated approach to work
• The ability to manage change

Qualifications:

• Bachelor's Degree in Business Management / Equivalent Degree
• At least 5 years proven experience in customer service in a high paced environment
• Industry knowledge, processes and procedures