Call Centre Manager

VOICE Marketing is seeking a commercially astute Call Centre Manager to lead and manage a team of Operations Managers who focus on, inbound and outbound campaigns, ensuring they deliver a high level of service, proactive management, delivering targets to our blue chip client base and ensuring productivity and profitability is maximised.

Call Centre Manager
Full Time
££30,000 - £40,000 per annum

Essential to this role is the ability to ensure that all Key Performance indicators are met through constant monitoring of team performance, highlighting any risks to the Operations Director, and developing / implementing change initiatives to reflect the overall business strategy.

Skills and experience required:

Leadership capabilities for a team of call centre personnel within a sales environment. The successful applicant will have previous experience of sales (B2c and B2b), reporting, data analysis, recruitment, human resources, quality, alongside have knowledge of FSA, DPA and OFCOM. The ability to enhance team dynamics, manage to set KPI's and work on individual Personal Development Plans is essential, especially to a mixed cache of ages and experience/career levels.

Change management capabilities - the company has experienced a great deal of change in a short time span, and whilst we have weathered it well, there is an ongoing culture change and drive to be more commercially minded so this will need to be filtered down through management in a consistent way.

Develop change initiatives in conjunction with Operations Managers and Operations Director, then implementing these within the call centre ensuring that motivation and work output remain high during periods of change.

B2b knowledge would be highly desirable, and an understanding of financial services, and professional services including Contract Hire and Leasing, Accountancy, Solicitors and Insurance practices would be preferred.

Commercially astute and decisive, able to effectively manage relationships with external partner organisations in regards to call centre activities and any queries arising in conjunction with relevant internal departments.

A good team player, able to actively and appropriately mentor and develop individuals within a dynamic and varied team.

Familiar with dialer systems and telephone systems typical to call centres.

Please send CV’s direct to Paul Fletcher (Operations Director) at paul.fletcher@voicegroup.co.uk before the closing date for application on the 30th April 2009.

VOICE Marketing offers excellent benefits and future career opportunities including Performance Related Bonus, 25 days holiday. VOICE Marketing is an equal opportunities employer, and is particularly keen to encourage applicants from under-represented groups, such as minority, ethnic, disabled and women.

Following the closing date of the advertisement, we will be reviewing all applications with a view to short-listing for interview, and you will be contacted in due course should you be suitable for the position.

If your application is unsuccessful or you choose not to accept any offer of employment we make, the information will not be held for longer than necessary, after which time it will be destroyed. If your application is successful, the information will form part of your employment and we are entitled to process it for all purposes in connection with your employment.

No phone calls from recruitment agencies or other third parties.

VOICE Top Ten Marketing Tips No.7

No 7.
Regular accurate reporting is essential to monitor campaign success and expenditure.