Vacancy Details

Assistant call Center manager


Job Ref:
2524

Job Title:
Assistant call Center manager

Location:
Liverpool

Shift Pattern:
Hours will be primarily Monday - Friday 9 - 6 but need to be flexible to work around the normal opening hours if business  need dictates

Close Date for applications:
Close date not set


Main Responsibilities:

As an assistant call centre manager you will lead and coordinates a team of up to 200 Customer experience advisors and 10 Customer experience leaders` ensuring all operational duties are carried out in accordance with scheduled rosters and documented policies, and the SLAs set by the client are met.

  • Assistant Contact Centre Manager
  • Wavertree Technology park
  • Salary £28k
  • 37.5 hrs / week
  • Centre hours Monday - Sunday 8am - 11pm.
  • Hours will be primarily Monday - Friday 9 - 6 but need to be flexible to work around the normal opening hours if business need dictates

As part of your role there will be the expectation that you will consistently achieves all KPI`s and SLA`s set by the clients with strict adherence to Quality parameters. You will manage team responsibilities and allocate work to the Team leaders to ensure prompt, courteous and accurate response to customers ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.

KNOWLEDGE AND SKILLS

  • 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-
  • Proven mentoring and motivating skills.
  • Proven coaching and feedback skills.

Within a role such as this you will require the skills and confidence to balance a variety of tasks including devising strategies to pro-actively minimise attrition & absenteeism, organising training programmes/ refresher courses for the team leaders and delivering appraisals them on their performance, providing regular feedback monthly.

You will be a team player who is able to interact 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.

Your variety of IT skills should mean that you can generate and update various reports such as performance reports, evaluation reports, issue logs and attendance reports etc. and a focus on engagement will mean you should be an approachable and personable character who enjoys initiating and administering the rewards and recognition programme for the team.

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.




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