Outbound Operations Manager
- Location:
- Lancashire jobs
- Salary:
- £35,000
- Company:
- Search Consultancy
- Job type:
- Permanent jobs
- Date posted:
- 04/11/2009 15:57
- Job id:
- 45845485
- Contact:
- Stacey Lennard
- Ref:
- Totaljobs/092239
My Client is a leading Debt Solutions company based in Lancashire and due to growth are looking to recruit an Outbound Operations Manager.
Main duties include:
·Managing the daily running of the Outbound Contact Teams, The outbound operations consists of 3 distinct business units managed by 2 Team Leaders and 25FTE. Their aim is to grow this capability significantly over the next few years and expect the successful candidate to be instrumental in building this.·
Analysis of management and productivity reports·
Setting and meeting performance targets for speed, efficiency, sales and quality· Planning and managing change·
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·
Planning and developing staff recruitment, including wording vacancy advertisements and liaising with HR staff·
Reviewing the performance of Team Leaders and staff, identifying training needs and planning training sessions·
Recording statistics, user rates and the performance levels of the centre and preparing reports·
Forecasting and analysing data against budget figures on a weekly and/or monthly basis·
Developing, implementing and reviewing core responsibilities and tasks· Analysing performance statistics and making decisions on the basis of these statistics· Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products.
Personal Qualities
Leadership, coaching and people development focus·
Effective communication skills·
Competent analytical skills - must be able to work with KPIs·
Able to prioritise workloads and meet challenging deadlines·
Able to deliver performance targets·
Able to drive numbers without compromising quality or customer service
Specific Skills
Excellent communication and problem-solving skills; ·
Strong customer focus and an ability to work well in teams; ·
Excellent telephone manner; ·
The desire to help others work towards targets and develop their skills; · Leadership skills and the ability to motivate and develop staff; ·
Confidence and a good business sense; ·
The ability to set, meet and exceed targets;
The ability to manage change
For more information please contact Stacey Lennard at Search Consultancy on 0161-835-8767 (agy)
