Performance Manager
- Location:
-
Birmingham (B16) jobs
- Salary:
- £25000,00 - £28000,00 per year
- Company:
- Randstad
- Job type:
- Permanent jobs
- Date posted:
- 05/11/2009 08:34
- Job id:
- 45855058
- Contact:
- Not specified
- Ref:
- Totaljobs/BR86413
Job Role
Manage, lead and develop your business unit staff through direct reports by defining and actively encouraging contact centre management best practice.
Manage the operation of processes, systems and report .
Support the interface with clients to ensure all business needs are satisfied
Optimise revenue and cost to maximise profitability on existing accounts/campaigns.
Develop, implement and monitor process to provide effective succession planning in order to create future junior management resource
Implement strategies to improve staff performance.
Manage performance of the call floor to achieve quality standards, productivity, adherence to targets and SLA's
Develop, implement and manage processes to provide effective operational cover at all times
Project Management
Effective Communication
ISO Standards
Skills and personal attributes
Strong leadership skills. A natural ability to motivate and energise others. Excellent communications skills and the ability to create a positive customer focused culture. Able to inspire and lead a team towards the achievement of targets. Strong influencing and negotiation skills. Committed to the delivery of a high level of customer service and evidence of understanding the key priorities of both client and own business and how to balance these. Committed, enthusiastic, positive, resourceful and resilient. Willing and able to adjust to multiple demands and shifting priorities. Demonstrates flexibility.
Qualifications
Educated to A-level or equivalent at least or with significant relevant management experience. Ideally educated to degree or NVQ Level 4 (Senior Operations)
Experience
Previous experience in inbound/outbound sales & Customer service or multi-client environment. Must have managed in excess of 50 seats.
Has thorough knowledge of relevant legislation such as the Data Protection Act, FSA, and TCF & PCI.
