Assistant Call Centre Manager

Salary: 25,000 to 28,000

Location: Portsmouth

Required Experience:

The successful candidate will demonstrate a background in all centre management, consisting of a minimum of 4 years experience in the industry. This experience should specifically encompass the management and development of Team Managers, accountability for daily productivity and have a proven track record for process improvements and added value.

Main Purpose:

To manage Team Managers and to be accountable for productivity and ensuring we meet the required service levels and to drive process improvements to ensure we deliver the best possible customer experience whilst maximising gross profits.

Key Areas of Responsibility:

Allocation of Individual Responsibilities – to align the company and project objectives, briefing the objectives to the Team Managers and agreeing individual responsibilities, SMART objectives and performance criteria. Daily monitoring of TM’s tasks to ensure adherence to job requirements.

Daily Team Productivity – to be accountable for day to day productivity, ensuring we meet our agreed service levels. Undertake routine audits to check process adherence and routine data analysis to highlight trends and areas for improvement and follow-up plans for achieving the improvements.

Resource Allocation - to identify the skill sets and most effective human resource required to deliver our ongoing project objectives

Individual and Team Development - to identify the training and development needs of Team Managers in order to meet the required roles and responsibilities

Reporting Lines:

Direct to Call Centre Manager or Call Centre Director

Behaviours

Working together
•Establishes and maintains formal and informal communication processes within the team
•Puts forward persuasive arguments and negotiates to achieve win-win situations
• Identifies and influences others to see the benefit of cross team /functional working

Leading others by example
•Delegates responsibilities and provides support and coaching as required ensuring team commitment to them
•Agrees team objectives and ensures team members understand and achieve them
•Ensures all individual within project/skills team have development plans and are provided with the support to achieve them
•Aligns project objectives with team and individual objectives

Building the platform for value added service
•Drives and implements the delivery of new processes in order to deliver improved customer service/productivity
•Creates opportunities for the company staff to develop new ideas/services/solutions
•Recognises input from others, encouraging and building on ideas

Managing and delivering the business
•Manages implementation plans into the Teams
•Agrees and achieves business targets

Development
•Helps set individual performance objectives, providing constructive performance feedback
•Identifies individual training and development needs in order to achieve project objectives
•Tracks individual progress and performance against objectives, highlighting areas of development
•Carries out monthly performance updates with individual team members

Results Orientated
•Identifies, controls and influences factors affecting project DOS achievement
•Initiates methods and processes to achieve project results
•Co-ordinates project activity, monitors progress towards targets and intervenes when necessary
• Acts clearly and decisively when targets are threatened, taking timely actions

Analysis and decision making
•Demonstrates an understanding of the impact of actions on the team, Sky and TLC
•Considers the long term consequences of actions before making and implementing decisions
•Balances the needs of the company when making and implementing decisions
Thinks in terms of objectives rather than generalisations, making them both clear and realistic

Skills
•Analysis and reporting
•Performance management
•Planning and prioritisation
•Objective setting and action planning
•Skills analysis
•Negotiation
•Influencing and communication
•Interpersonal