Alma Personnel are pleased to announce that they will be recruiting on behalf of their Redditch based client (part of a bigger group) for an experienced Contact Centre Manager.
Duties and Tasks :-
* Responsible for the management of a team of collectors and all aspect of their performance, resolving issues as they arise.
* Lead, motivate and manage collectors both individually and as a team, to achieve set targets, objectives & timetables utilising documented 1-2-1’s, coaching, sampling and feedback.
* Set, communicate, and monitor revenue targets daily / weekly / monthly for both individual collectors and the team.
* Performance manage any collector who has not met performance or revenue delivery through the contact centre performance management process.
* Monitor contact centre dashboard ensuring delivery of business objectives through SLA's and KPI's, ensuring calls are answered professionally and in line with company procedures, exceeding customer expectations.
* Work closely with dialler / campaign managers to ensure call demands are being met.
* Use all data available to understand and address key issues and trends such as call abandonment, calls waiting, call avoidance etc taking a robust approach with under-performers.
* Maintain collector's attendance to ensure SLA’s are not compromised, liaising with the companies HR department in line with company procedures.
* Provide recommendations for conti...