Call Centre Manager - Research Agency
- Location:
-
Ashburton, Newton Abbot (TQ13) jobs
- Salary:
- c£25000
- Company:
- Emmerson-Ross Recruitment
- Job type:
- Permanent jobs
- Date posted:
- 11/11/2009 08:56
- Job id:
- 45911724
- Contact:
- Clare Ross
- Ref:
- Totaljobs
Our client is a full service market & social research agency. They conduct mainly quantitative, survey-based research on behalf of a variety of clients, particularly in the public sector, housing, and financial sector. Much of their work involves measuring satisfaction levels with clients’ customer service centres. They also conduct a wide variety of other opinion polls and surveys.
This role in the company has developed to address growing demand for their computer-assisted telephone interviewing (CATI) unit. They ave a small call centre (20 seats) which continuously undertakes surveys, conducting several thousand completed interviews each month.
The role will be varied and demanding and will play a key and growing part of the business. You will be managing the process of telephone research projects, ensuring that clients receive the highest quality of research possible through the continuous development of a skilled and motivated interviewing team.
Their call centre is open Monday to Friday 10am to 8.30pm and also on some weekends. Your hours of work will mainly be between 9.30am and 6pm although some evenings and occasional weekends may be required. You will report to and work with the Managing Director.
The role includes:
• Managing the work flow of multiple projects and maintaining excellent client liaison throughout.
• Managing and motivating the telephone interviewing team, including two supervisors and around 30 interviewers. The team conducts interviews based on contact lists of telephone numbers with or without names attached, according to the needs of the project.
• Training the team (we offer an NVQ2 qualification through our professional body the Market Research Society which you will be responsible for).
• Management of quality control systems and monitoring of data collection through our call recording system.
• Using in-house software (based on SQL) and Excel as a tool to report on the call centre, e.g. interviewer efficiency, utilisation rates.
• Management of contact data that is supplied by clients; setting-up surveys / scripts
Skills and Requirements:
Personal
• Genuine commitment to quality, translating this to the management and motivation of interviewers to a common goal of collecting accurate research information for clients
• Confidence when using IT / computer systems
• Positive and friendly personality that works well within the sensitivities of a small team environment
• An ability to communicate effectively at all levels
• An ability to handle pressure and work calmly
• A good eye for detail, especially when looking at figures
• Ability to prioritise workload and communicate this effectively
Skills & Experience
Essential:
• Demonstrable track record of:
o Managing in a customer service / call centre environment to include scheduling shifts, training, quality control and HR
o Good understanding of the key elements of customer service
o Excellent numeracy and eye for detail
o Ability to interpret and act upon performance reports
• Excellent MS office based skills – Excel, Word, Access & Outlook are essential
Desirable
• A relevant degree (social sciences or IT)
• An understanding of the research process
• Knowledge of report writing and the need for accuracy
• Knowledge of querying in SQL / SQL reporting
Time Scale
We hope to recruit a suitable person as soon as possible.
Salary
Around £25,000 (negotiable depending on experience)
