Contact Centre Team Manager

Our Client based in Kettering, Northamptonshire is currently recruiting for a Team Manager with the ability to work effectively through people and as part of a team and to be able to combine operational, analytical and organisational skills with attention to detail in a changing environment.

Purpose of Role:
 The Contact Centre Team Managers are responsible for all aspects of the day to day management of the call centre teams, managing people, processes and systems in order to achieve all key performance indicators.
 Contact Centre Team Manager is a full-time role, and will work to a rota which covers all call centre opening hours.
 Each Team Manager will directly manage a team with a focus on managing performance, coaching and development; from a perspective of achieving conversion, productivity, quality and good customer service.

Main Responsibilities.
The Contact Centre Team Managers are individually and collectively responsible for the day to day running of the contact centre. Some responsibilities will be fulfilled by sharing responsibility for them (e.g. managing adherence to the rota), and others will be allocated to individual managers, and rotated from time to time (e.g. managing the bonus schemes).

To manage a direct team; ensuring they receive appropriate:
o Call monitoring and performance coaching
o Performance management – they know how they are performing and perform at an appropriate level
o Customer service and skills training
o Team meetings and 1-2-1s

• Organisation of contact centre resources to achieve and exceed KPI targets.
o Managing attendance, holidays and sickness
o Resource planning and maintaining the rota
• Initiating and managing recruitment of CAs in conjunction with HR.
• Induction training (non-technical).
• Ensure all staff are properly trained and know what is expected of them.
• Championing the needs and expectations of consumers; seeking and acting on feedback.

Process
 Managing the bonus scheme to ensure it reflects appropriate rewards for good performance and encourages behaviour consistent with the effectiveness and efficiency measures of the contact centre. Ownership of customer service best practice.
• Managing payroll returns and bonus scheme
• Outbound lead management and allocation.
• To champion quality, conversion and service
• Ensure that processes are documented, in use, and kept up-to-date.
• Provide regular and ad hoc contact centre management information.
• Ensure contact centre operation is compliant with relevant regulation and law.
• Review processes, seeking improvements, challenging established thinking and recommend changes to achieve performance improvement.
• Managing appropriate communication within the contact centre.

Systems
• To ensure appropriate use of contact centre systems; to promote best practice and identify enhancements.
• To monitor and manage leads on the system in order to provide optimum service and conversion
• Managing operational aspects of call centre systems to ensure appropriate lead management and allocation to the team, based on skills.
• Specifying reports required in order to improve management of people or processes

Competencies
 Achieving results through people
 Planning and organising
 Team leadership
 Customer focus
 Communicating and influencing.
 Commercial focus and analytical skills

Hours of work in this role are:
37.5 hours per week during contact centre operating hours:

• Monday – Friday 8.00 am – 9.00 pm
• Saturday 9.00 am – 6.00 pm