| Purpose of Job: To ensure that a high quality service is delivered to all Contact Centre customers, through the leading, motivation, coaching and development of a team of Advisors. Ensure procedures and company policies are managed and maintained across the Contact Centre. Contribute to the planning and supervision of the Contact Centre. To ensure that the advisors achieve all targets for sales, service and productivity. Principal Responsibilities:·Develop the Contact Centre by working to the SMART criteria: Specific Measurable Achievable Realistic Timely ·Achieve and maintain targets and productivity ·Maintain high levels of motivation ·Retain, coach and develop, high quality contact centre staff and minimise attrition ·Ensure that Telesales advisors are quality checked and monitored on a regular basis ·Identify any areas where there may be a training requirement ·Apply appropriate staff rostering to achieve maximum productivity ·Input ideas to help produce a comprehensive suite of management reports for your team ·Co-ordinate breaks, holidays and sickness ·Assist the Operations Manager in identifying process improvements, which will add value to our client’s business and build our reputation as providing a service of excellence ·Regular briefings to ensure Team Managers and Telesales Advisors are fully aware of any changes that take place in the Contact Centre ·Be prepared to make sales calls if requested
Key Competencies:§Leadership and motivation §Target achievement §Developing self and others through coaching §Excellent communication both written and verbal §Customer focus §Teamwork §Interpersonal skills §Organisational ability and time management Essential Skills:§Minimum 1 year Outbound Team Leader experience §Minimum 2 years experience of Call Centre environment §Outbound and inbound experience §Sales and customer service experience §Good coaching skills and experience §Good reporting skills and ability to analyse figures and data §Ability to work as part of a team as well as demonstrating own initiative Desired Skills: §Outsourcing experience within a Call Centre environment §Project management §Analytical skills and ability to interpret MI and reports §Knowledge of the Utilities Industry Limits of Authority:·Undertake expenditure in line with any budget agreed with Call Centre Director ·Recommend expenditure as necessary in line with business unit and company culture, policies and objectives Attendance: Normal attendance is 37½ hours per week. To provide cover as required within the project hours which are currently: 08:00 to 21:00 Monday to Friday 09:00 to 16:00 Saturday Qualification Level Required for Candidates: Essential:1 years Outbound Team Manager experience 2 years Call Centre experience Sound basic education, numerate with demonstrably good use of English, written and oral Demonstrable potential for further development Desirable:3 x GCE A Level Grade 3+, BTEC National, First degree or equivalent | 