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Call Centre Manager

Call Centre Manager, based at Head Office in Edgware. Permanent position, working hours: 40h per week, 9.00am to 18.00pm. As the manager of a call centre you'll be responsible for the daily running and management of the centre. You'll be responsible for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development, ensure that calls and emails are answered by staff within agreed time scales and in an appropriate manner. As a Call Centre Manager you will liaise with businesses for which they provide the first response, as well as the third parties who supply products to the centre. You'll coordinate and motivate call centre staff and may manage staff recruitment.


There are two main types of call centre, although some centres may incorporate both functions:

inbound centres - receive calls and emails from customers and clients, e.g. queries, requests, orders and complaints

outbound centres - contact potential customers and clients with the aim of gathering information or selling a products

Your duties vary according to the type of centre you work in but generally involve:

  • managing the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations
  • performance reviews and cost/benefit analyses
  • setting/meeting performance targets for speed, efficiency, sales and quality
  • ensuring all relevant communications and data are updated and recorded
  • advising clients on products and services available
  • liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
  • maintaining up-to-date knowledge of industry developments and involvement in networks
  • monitoring random calls to improve quality, minimise errors and track operative performance
  • coordinating staff recruitment, writing job adverts and liaising with HR staff
  • reviewing the performance of staff, identifying training needs and planning training sessions
  • recording statistics, user rates and the performance levels of the centre
  • preparing reports on these statistics, rates and performance levels
  • handling the most complex customer complaints or enquiries
  • coaching, motivating and retaining staff
  • coordinating bonus, reward and incentive schemes
  • forecasting and analysing data against budget figures on a weekly and/or monthly basis.

Ref: CCM2019ED

Closing Date 06/05/2019
Location Endeavour Automotive Head Office, Edgware Road, London
Working Hours 40h per week, 9.00am to 18.00pm


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