Contact Centre Services Manager
CurrentAs the Contact Centre Services Manager I'm responsible for ensuring my teams deliver on predefined targets and associated KPIs.• Providing support and guidance to new and existing team members, coaching them to meet their individual targets and career potential.• Hold team meetings on a weekly and daily basis, to review their performance against weekly, monthly and quarterly targets while focusing the team on what needs to be achieved.• Ensuring, at both individual and team level, that the highest standards of customer service are delivered and looking for any potential improvements• Promoting an enthusiastic and competitive atmosphere within the team, conducive to increasing motivation and results.• Setting high standards within the team for sales professionalism and customer service.• Meet and exceed daily sales targets where applicable.• Work effectively with Team Leaders to ensure that coaching actions are met.• Providing accurate and timely feedback to the client and senior management.• Continually looking for ways to improve the way we work as a team, and therefore the service provided to our internal and external customers.As the Contact Centre Team Manager I'm also responsible for:• Providing relevant management information, including recommendations to the Senior Managers on people, product or service related issues.• I’m accountable for the validity and integrity of the campaign data and process• Actively demonstrating documented improvements in performance as a consequence of implemented individual development actions.Skill SetI’ve got a great working knowledge of Microsoft Office products particularly Excel• Experienced in managing teams, with outbound & inbound call centre experience• Proven track record of exceeding sales targets while maintaining a customer focus• Excellent verbal and written skills
