Vacancy Details

Assistant Call Centre Manager


Job Ref:
2340

Job Title:
Assistant Call Centre Manager

Location:
Liverpool

Hours:
Full Time

Close Date for applications:
Close date not set


Main Responsibilities:

Role Title: Assistant Call Centre Manager (ACCM)

Location: The successful candidates will be based in Liverpool

Job Purpose:
The ACCM leads and coordinates a team of up to 200 CEA`s / 10 CEL`s and ensures all operational duties are carried out in accordance with scheduled rosters and documented policies, and the SLAs set by the client are met.

KEY ACCOUNTABILITIES/ RESPONSIBILITIES
- Leads a team of 150 - 200 customer experience advisors and motivates them to achieve the team` SLA. Consistently achieves all KPI`s and SLA`s set by the clients with strict adherence to Quality parameters.
- Manages team responsibilities and allocates work to the Team Leaders.
- Supervises and coordinates the activities of customer experience advisors as well as team leaders to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
- Prioritises and assigns work to advisors and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements and break management as necessary. Devises strategies to pro-actively minimise attrition & absenteeism.
- Organises training programmes/ refresher courses for the team leaders. Appraises them on their performance and provides regular feedback. Manages the performance appraisal process for the entire team every month.
- Interacts with other departments i.e. HR to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
- Generates and updates various reports such as performance reports, evaluation reports, issue logs and attendance reports etc.
- Initiates and administers the rewards and recognition programme for the team.
This is not an exhaustive list of activities.

KNOWLEDGE AND SKILLS (ESSENTIAL)
- Proven supervisory experience in the call centre industry, preferably within outsourcing.
- Good communication skills- oral and written skills, people management and problem solving skills.
- Presentational Skills
- Managing quality assurance programmes
- Strong business acumen
- Ability to display business innovation
- Strong organisational, planning and analytical skills.
- Good mathematical and statistical skills for analysis of performance, trend data and generation of reports.
- Excellent knowledge of MS Office and especially `Excel`.

KNOWLEDGE AND SKILLS (DESIRABLE)
- ILM in Management
- Good knowledge of the product, process and the industry trends.
- Proven mentoring and motivating skills.
- Proven coaching and feedback skills.

Whilst this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary. Firstsource Solutions BPO reserves the right to consider an employee`s performance record including any misconduct issues when appointing a candidate to a role. Firstsource Solutions is an Equal opportunities Employer.




This form will put you in touch with our business development team. For all other functions, please click here.
Ready to get in touch and grow your business?
Tell us a little more so we can connect you with the right person
Last step!
Let us know which solutions you're most interested in

 

Let's Talk