Job Description
Job Description
Vacancy Open for Contact Centre Manager Jobs in Birmingham, West Midlands
Salary/Rate30,000 - 40,000/annum
Location Birmingham, West Midlands
Company Claims Advisory Services
The Role
As the Contact Centre Manager you will be responsible for the daily running and management of the centre through the effective use of resources.
You will provide comprehensive and knowledgeable management information to internal and external customers regarding performance as appropriate.
In addition you will ensure that the teams tasks are executed effectively, tackling relevant operational/customer service issues and ensuring that operational effectiveness/efficiency is maintained.
* Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;
* Carrying out needs assessments, performance reviews and cost/benefit analyses;
* Setting and meeting performance targets for speed, efficiency, sales and quality;
* Ensuring all relevant communications, records 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, including writing vacancy advertisements and liaising with HR staff;
* Reviewing the performance of staff, identifying training needs and pl
