Do you have experience managing a call centre team? Do you enjoy a fast paced enviDo you have experience managing a call centre team? Do you enjoy a fast paced environment where no two days are the same? If so, then keep reading Benefits Basic Salary of up to £36,800 per annum Full Time Permanent Role Company Pension Scheme Company Life Assurance Plan Daily Refreshments on Offer Modern Office Environment On Site Car Parking 28 Days Annual Leave including Bank Holidays Duties 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 collectors’ attendance to ensure SLA’s are not compromised, liaising with the companies HR department in line with company procedures. Provide recommendations for continuous improvement of the operational process and report these at regular meetings. Provide support in implementing processes agreed with the Social Responsibility and Customer Welfare Manager to meet business requirements. Assist with planning the long-term recruitment requirements of the Customer Services Department work force. Monitor internal service desk, liaising with IT and Ring Central to report and resolve faults / malfunctions / issues where necessary. Maintain an up-to-date knowledge of all relevant Group Policies, Client Guidelines, Statutes and Regulations in order to provide assistance to staff on more complex issues & ensure all round compliance Liaising with other departments to ensure issues arising in relation to IT, HR, Payroll & Enforcement Agents are communicated and where necessary resolved. Work collectively with other managers to ensure smooth running of the contact centre in the absence of the contact centre manager Assist with change projects within the department. Assistance with any other duties that are within the scope of the job purpos You will be leading a team of call centre operatives whose main focus is to speak with customers about their debt