Call Centre Manager - Middleton, Manchester
Line Manager: Operations Manager
Address- Middleton M24
Basic betweem 26-27k-with OTE of 7k-making sure their team hit target.
Looking after 6 other people-training, HR, making sure that team gets their KPIs.
The people the call centre employees will be calling will be people who are coming to the end of their contract to up sell or renew contracts.
Over-flow from stores
As Call Centre Manager you are required to support the Operations Manager in the delivery of monthly and quarterly targets in our Franchise Call Centre. This includes extensive Sales
Floor Management, driving staff members to deliver their targets through excellent coaching and development of the team and completing other Team Leader responsibilities. This role also requires a
dynamic individual to have a good understanding of CRM systems and be able to analyse data trends and patterns in order to improve and grow the performance.
You must continually seek to exceed expectations on all Key Performance Indicators, in order to grow the business.
The position will be part of an exciting and growing team. As Call Centre Manager you must thrive on
working in a targeted and challenging sales environment.
Key Responsibilities and Accountabilities:
To work in a KPI driven, sales focused environment, thriving on being able to break down, challenge and deliver on targets.
Constantly looking at the commercial proposition, and utilise every selling opportunity for your advantage.
Provide energising and engaging levels of motivation to a sales driven team in order to increase sales and deliver Key Performance Indicators
Provide coaching support and guidance, in order for each staff member to maximise their sales opportunities;
Support the Operations Manager through the delivery of fun and effective daily briefings, examples include quizzes which have a learning focus
Conduct 121’s each month and follow up on objectives set, through weekly catch ups
Undertake people management activities to support the Operations Manager, including, but not limited by delivering return to work meetings, production of rotas, anomaly corrections on systems, Lateness reports and any other issues
Effectively use the CRM system as an analytical and trend spotting tool to ensure effective and insightful data management and general systems maintenance
The ability to use data to understand how your team is performing is essential
Management of the selling process within the Call Centre, ensuring all sales are delivered in a compliant manner, meeting FCA, O2 and ICO regulations. Partake in random but regular call listening checks and observations
Ensure all colleagues, follow the Customer Service process
Completion of monthly self audit and partake in regular external audits
The ability to develop and regularly review the call centre people structure in order to deliver in a highly effective way.
Management of stock ordering and replenishment of the store room, as well as other regular duties pertaining to the management of a Call Centre.
Partake in regular catch ups and meeting with key stakeholders in order to educate the wider company on performance and issues.
These are the experience, skills and values we require for any applicant or current manager to be successful in this position. All parts excluding the desirable criteria are essential for success and must be demonstrated.
Unique and motivational approach to day to day tasks; use your ability to reinvigorate the team when needed;
Builds trust and respect amongst a team, ensuring you are supportive for each and every colleague;
Always seeks innovative, yet appropriate ways of working, never let complacency set in;
Strong influencing skills within our business;
Are approachable, with an effective communication style both with staff members and customers
Demonstrates 100% pride in what you do; sustain this through every aspect of your work, including through your appearance and your customer conversations,the organisation with pride;
A good work life balance.
Embrace change and be open to change which supports the growth of MID Communications.
Essential Skills Criteria
Demonstrates excellent experience and knowledge of coaching others in a sales role
Has assisted in managing a team of sales driven individuals
Clear and effective communicator, ensuring messages are shared with teams, and you demonstrate excellent active listening skills;
Extemporary organisational and time keeping skills;
Highly analytical with high volume data
Proactive approach to finding the sales opportunity within data.
Have a proven sales ability, and lead by example with presence on the Call Centre floor;
Understands the importance of maintaining excellent H&S compliance within Contract Centre
Has worked in a Call Centre Management position within a mobile phone retailer
An understanding of the future of the Call Centre world
Evidence of working with Micros till systems, Connex One dialler, Zoho CRM and Esendex text message systems
Office 365 specifically SharePoint and excel knowledge
A working understnading of VOIP solutions.
Excellent networking skills, demonstrates the ability to develop contacts within the community