Outbound Contact Centre Manager

Central London

Up to £65,000 Negotiable, OTE 90k Plus Excellent Benefits

Responsible FOR:

Lead Generation Teams & New Business Specialists

General Responsibility:

Implement the Business Development process and delivery across the Outbound Contact Centre

Specific Responsibilities:

· The Contact Centre Manager will oversee the daily operations of the floor.

· Leading a team of 30 Sales Advisors

· Build a strong relationship with the telesales team

· Manage the contact centre to achieve quantitative objectives.

· Ensure new business and Lead Generation callers implement the corporate Business Development process.

· Track and measure productivity and compare to established benchmarks consistently.

· Manage to maximise performance and meet appointment targets.

· Ensure callers have all desired levels of skill required and take corrective action, as needed.

· Be observant and detail-orientated and possess an understanding of the business, the product and services, and the challenges callers are facing on the floor.

· Experience in managing and implementing an outbound contact centre process focussed on making appointments with identified C suite contacts.

· Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

· Leadership skills and the ability to motivate callers to achieve their goals.

· Decisiveness and attention to detail.

· Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Skills / Experience Required:

· 5 years’ experience (3 years minimum in an outbound contact centre)

· Solid relevant experience / background

· Analytical thinker with the ability to interpret and report results

Job Type: Full-time

Salary: £55,000.00-£65,000.00 per year

Benefits:

• Casual dress
• Flexitime
• Free parking
• Gym membership
• On-site parking

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus scheme
• Commission pay

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work Location: One location

Call Centre Manager – Managing a Sales Team

Essex- Rochford (On site parking)

Salary depending on experience plus performance bonuses

Monday – Friday - 9.00 am - 17.00pm

Book a Builder UK are the UK's fastest growing online home services marketplace connecting homeowners and tradespeople.

We are seeking a Call Centre Manager to join our team within our Essex offices.

As a Call Centre Manager you will need to be organised, train and lead a team of Sales Executives to work towards agreed targets. The Sales Managers duties include providing guidance, training and mentorship, creating a sales plan and setting sales goals inline with Book a Builder’s expectations.

Job Description:

• Developing and implementing strategic sales plans that expand a company’s customer base and solidify its presence.
• Achieving growth and hitting sales targets by successfully managing and monitoring the sales team.
• Developing and implementing new sales initiatives, strategies and programmes to capture key demographics.
• Providing daily reports of sales success and communicating the Voice of the Customer (VOC) data to superiors.
• Training new team members and ongoing training for existing staff
• Overseeing a small Customer Service team
• Weekly reporting to the Director of Book a Builder UK
• Day to day running of the office and any IT problems (Speaking with our IT department)

Experience required:

• Experience managing a sales team
• Proven ability to drive the sales process from plan to close
• Excellent mentoring, coaching and good people management skills
• Excellent time management skills to maximise their ability to reach goals
• Experience within providing training for new starters and exciting staff
• Conducting 121’s

If you have the above experience and seeking a new challenge, please send your CV.

If you would like to hear more details, please apply for the position at someone within the Recruitment department will contact you.

Job Types: Full-time, Permanent

Pay: £35,000.00-£60,000.00 per year

Benefits:

• Company events
• Free parking
• On-site parking

Schedule:

• Holidays
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme
• Performance bonus

Work Location: In ID: 113

The Company:

Hydro Cleansing Ltd (HCL) are currently looking for a dedicated and results driven Call Centre Manager who is self-motivated and can keep up to speed in this fast paced environment to join our vibrant sales team.

HCL is the leading independently owned provider of Industrial and Environmental specialist services in London and the South East, offering a fast, responsive and highly effective service including CCTV drainage inspection and surveying, drain and sewer maintenance, waste management, confined space and emergency response. Please find out more at: [website]

Role / Responsibilities

The Call Centre Manager will be responsible for leading and ensuring a first class service is delivered at all times to our clients and customers. Looking after a team of 20+ Account Managers who make inbound and outbound sales calls to potential and existing clients.

The successful candidate needs to be passionate, committed and a reliable people manager who knows how to get the best out of individuals.

• Lead and manage a team of up to 24 Customer Sales Advisors to maximise performance, quality and delivery of KPIs.
• Ensure that the customer experience is consistently delivered to the highest quality.
• Utilise new methods to improve team standards through proactive management.
• Day to day motivation, creating a lively working atmosphere.
• Training, coaching and development of your team.
• Set stretching objectives for self and team and deliver against these objectives.
• Ensure that compliance and regulatory standards are met consistently and understood by all.
• Effectively carries out HR procedures, e.g. appraisals, disciplinary, absence and holidays and performance management.
• Management of direct reports.
• To work effectively with the Operations Team.
• To effectively report sales floor performance to senior management.

Required Skills

We are looking for someone to hit the ground running, with an existing team of Account Managers who can push the sale figures and has strong motivating and coaching experience.

• Previous Team leader/ Manager skills, ideally within a Call/Contact centre or sales environment.
• Ideally have worked in a similar role, where selling services were at its core.
• Results/ targets driven – used to meeting and exceeding KPI’s.
• Ability to show a proven track record in delivering against testing sales targets.
• Good Communicator across all departments within the business.
• Ability to absorb information quickly and work under pressure.
• Tenacious and have a can do attitude.
• Excellent attention to detail
• Can-do attitude
• Enthusiastic

Job Type: Full-time

Salary: £35,000.00-£45,000.00 per year

Additional pay:

• Bonus scheme
• Commission pay

Benefits:

• Company pension
• Referral programme
• Sick pay

Schedule:

• Monday to Friday

Ability to CR0 4XB: reliably commute or plan to relocate before starting work (required)

Job description

Call Centre Manager based in our Birmingham operation supporting our financial service client with occasional travel to our other sites.

Role & Responsibilities:

• Managing the day to day operation and workflow that delivers our KPIs (internal and client)
• Contributing as part of the team and involvement in Client or Firstsource projects or initiatives
• Carrying out your compliance duties aligned to risk, security and fraud management
• Timely review & interpretation of management information ensuring adherence to contract, improving operational performance and productivity.
• Seek to drive and uplift performance through innovative approaches.
• Ensure data received and used for driving operational performance is made available to their teams in a timely fashion analysed and used to drive performance sanity checked for accuracy
• Develop their managers for progression/succession planning purposes
• Identify ways to improve our customer experience and implementing customer changes initiatives within your span of control
• Responsible for driving company strategy, vision and values
• Regular interaction with the Client and Firstource Senior Management team
• Contributing to EVOC (External Voice of the Customer)
• Support P&L Delivery including maintaining appropriate span of controls, highlighting areas of exposure for risk and take appropriate steps to minimize and meet financial targets.
• Work in partnership with WFM to deliver client scheduling lock
• Achieve attrition and attendance targets
• Manage individual R&R budgets aimed at achieving high performance
• Manage adhoc incentive budgets effectively to drive employee engagement and performance
• Drive STS and other value add opportunities
• Effectively and accurately check and sign off payroll file

Personal Attributes:

Good organisational skills and able to prioritise workloads.

• Able to foster strong working relationships with staff and senior management.
• Very good communication and interpersonal skills.
• Passionate about people and their development.
• Attention to detail.
• Conscientious, reliable and self-motivated.
• Helpful and approachable, sensitive to confidentiality issues.
• Open and trustworthy.
• Enthusiastic with a positive, can-do attitude to work.
• Able to work co-operatively with others to complete tasks and implement process

Qualifications

• 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, especially 'Excel'.ILM in Management.
• Good knowledge of the product, process and the industry trends. Proven mentoring and motivating skills.

Job Types: Full-time, Permanent

Salary: Up to £40,000.00 per year

Additional pay:

• Performance hour shift

About Redcorn

Redcorn was established in 1992 and is currently London’s largest ELV and nuisance vehicle contractor. The company currently contract for 26 local authorities in and around the London area including Westminster, Waltham Forest, Southend on Sea, Basildon, Rochford and many more.

Excellent career progression and opportunities

You will benefit from excellent training and development.

Redcorn limited is one of the biggest if not the biggest unwanted vehicle scrappers in the country at present we collect almost 600 cars a day and still growing between our two sites

An exciting opportunity has arisen in our London office for a Customer Service Manager / Call Centre Manager with excellent customer service skills to join our dedicated team and contribute to our growth. We are looking for a passionate, pro-active, enthusiastic and motivated team player to provide the highest standards of professionalism. This is a fantastic opportunity for someone with previous management experience, successful delivery of KPI’s, excellent team leading skills and a genuine passion for customer service. We are looking for someone with proficient IT skills, working with Microsoft and other software packages as well as reporting.

As well as offering a competitive salary , we offer excellent benefits including extensive training and career progression.

The Role:

• Managing a busy team and handling a high number of correspondence
• Developing, leading, coaching and motivating all members of the team ensuring they have the skills and experience necessary to deliver maximum performance and driving service excellence
• Key management responsibilities will include regular evaluation and feedback of your team through call quality coaching, quality letter writing, ensuring performance objectives are set to assist in developing the team’s performance and potential
• Providing customer care at the highest level to ensure optimum customer satisfaction
• Analyse statistics and produce reports and review other data to determine the level of customer service being provided within the business
• Review and improve operating procedures as well as dealing with issues relating to services provided
• Lead continuous improvement projects to increase efficiencies of both internal and external customer service processes

Key skills:

• Excellent IT skills, with previous experience of working with Microsoft packages and other software systems
• Previous experience of managing a customer service team paired with strong understanding of customer services.
• Proven success in developing and coaching teams, motivating supporting and guiding them.
• Excellent telephone manner and listening skills, with previous experience in call quality monitoring and providing feedback to customer advisors
• Outstanding planning and organisation and good problem solving skills and a willingness to take responsibility
• The ability to build strong working relationships with customers and liaise effectively with people at all levels
• Motivated, energetic, flexible and pro-active with the ability to meet and exceed targets.
• A good understanding of vehicles and vehicle sizes would be a huge advantage to help with our office manager when dealing with cars and enquires

If you feel you have the skills and qualities to undertake this role, please apply by forwarding, your CV and covering letter stating your reasons for applying. Please e ref Customer Service Manager

We are an equal opportunities employer.

Job Types: Full-time, Permanent

Salary: £36,673.00 per year

Schedule:

• Monday to Friday

Ability to commute/relocate:

• London, N17 0DX: reliably commute or plan to relocate before starting work (required)

Experience:

• Retail sales: 1 year Service: 1 year (preferred)

Assistant Call Centre Manager £30-35000 NW London

40 hours per week, Mon-Sun, across 5 days – Weekend and Evenings Required

Job Purpose Summary:

The Assistant Call Centre Manager will be responsible for supporting the CCM on the day to day delivery of “People and Performance” in terms of KPI and SLA delivery. This is achieved through resource planning, rostering, training, quality monitoring and the management & engagement of staff.

Your role will include a focus on Operations to maintain a motivated and consistent team.

The operation is both a shared desk resource that answers inbound calls 7 days a week, across a range of up to 50 different clients, who have a variety of call handling and email requirements and a project based team that commit at Ad Hoc Times. The operation is equipped to handle thousands of calls and emails daily

Use your HR experience to introduce and implement an Employee Engagement and Retention Programme. Tracking, Reporting and Coaching on weekly ER cases.

Contact Centre Structure Team Structure;

· Call Centre Manager

· Assistant Call Centre Manager

· Team Managers

· Supervisors

· Approx. 25 agents (growth planned to 50)

Key Responsibilities and Accountabilities (Duties)

1.

Manage Day to Day Operations

2.

To ensure delivery of KPIs: Productivity, Service Levels and Abandon rates.

3.

Oversee TL’s – Bi weekly one to one with weekly observations on performance, completing coaching forms

4.

Use workforce management tools to produce rota 4 weeks in advance, along with booking of QA feedback and Bi Weekly One to One’s for Agent

5.

Assisting the CCM and Account Managers to maintain good client relationships at all times by responding to client requests in a timely manner - Specifically complaints and queries

6.

To ensure the clients’ reporting / escalation requirements are dealt appropriately

7.

Keep HR trackers for ER Cases, PIP’s and PDP’s

8.

Report Daily, Weekly and Monthly on Call Stats

9.

Forward thinking for Continuous Improvement, productivity and efficiency improvement

10.

Culture Conscious and aware – displaying role model behaviour at all times

Knowledge, Skills & Qualifications

1.

Flexible and adaptable to be able to jump in and support any task

2.

Proactive with learning and development area and efficient with tasks

3

Can interpret inbound call centre statistics, forecasts, call volumes and act accordingly

4.

Able to act upon reports and instructions relating to agent productivity levels, and utilisation.

5.

Able to take ownership and responsible for call quality and agent training of your team.

6.

Strong interpersonal skills, Resilient in challenging situations, Professional and Positive at all times

7.

Excellent, written and verbal communication skills, along with excellent interpersonal skills

8.

Enthusiastic, motivated a self-starter

9.

Has knowledge of and is used to working in a FCA & GDPR environment

Job Types: Full-time, Permanent

Salary: £30,000.00-£35,000.00 per year

Benefits:

• Life insurance

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Experience:

• Retail sales: 1 year (preferred)
• Customer Service: 1 year Location: In person

Assistant Contact Centre Manager - Rotherham – Permanent – Full time office based
Salary: £40,000 to £45,000 DOE
Shifts: 9am to 7pm Monday to Friday, 9am to 5pm Saturday, 10am to 4pm Sunday (Full flexibility required)

This role will include monthly travel to Harborough District.

“Are you an experienced Contact Centre manager looking for a new role?”
“Are you wanting to work in the exciting work of the Travel industry?”

What’s in it for you?

• Annual salary review
• 22 days holiday + 8 days stats (increasing every year until 25 days)
• Annual leave for your birthday
• Travel Allowance after probation including an extra 5 days holiday to take them
• Company social events

The Company:

• One of the UK’s largest tour operators offering holidays in UK and Europe

Duties include, but not limited to:

• Supporting Contact Centre Manager with duties
• Management of resource requirements
• Recruitment
• Work monitoring to ensure SLA’s are met
• Monitoring and analysing management information, identifying trends and updating procedures where necessary
• Communicate performance development process for team members
• Supporting and resolving issues within the team
• Adhering to policies and procedures
• Provide leadership, and support, demonstrating and coaching your team members towards your role model behaviours.
• Conduct regular staff reviews to feedback on performance and behaviours, recognising and rewarding individuals where appropriate
• Quality and SLA management
• Use Operational Management Methodology to drive and manage team performance, managing resources to match fluctuating levels of demand

Do you have?

• Proven experience in managing a contact centre management and/or first-line management is necessary.
• Experience within the travel industry is desired
• Experience of achieving KPIs
• Ability to work well under pressure
• Ability to prioritise, plan and organise work load
• Strong attention to detail
• Confident interpersonal and rapport-building skills

Do you want to be part of this success story?

For an amazing career opportunity and an immediate response please call Jess (07514 665491)

Why choose Venatu Recruitment Group?

Contact Centre is a specialist division here at Venatu Recruitment Group. If you are currently seeking a change in your career and feel you match the desired criteria, please do get in touch and we would be happy to discuss the role with you in further detail

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Job Types: Full-time, Permanent

Salary: £40,000.00-£45,000.00 per year

Schedule:

• 8 hour shift

Supplemental pay types:

• Commission pay

Ability to commute/relocate:

• Rotherham, South Yorkshire: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Contact Centre Management OR Operations Management: 1 year (preferred)

Licence/Certification:

• driving license and access to own vehicle Location: One location