Deputy Call Centre Manager
Our client, a leading Absence Management Company based in Central London, are looking to recruit an experienced Contact Centre candidate to assist in the day to day running of their 30+ FTE inbound Service Centre. In order to be considered for the vacancy, you must have experience of leading an inbound team of 10+ Call Agents in a previous position.
A breakdown of the role is as follows:
Role Purpose
To support the Head of the Call Centre in the day-to-day running of the Call Centre
To be a reliable point of contact for advice and guidance for all Call Agents
Accurately record all staff absences
To complete Quality Monitoring
Maintain a visual presence to promote high levels of service performance
Key Accountabilities
Line management of Call Agents
Organise staffing and shift patterns to efficiently meet call volume demand
Assist in training, development and supporting of Call Agents
Conducting call listening to improve quality, minimise errors and track Agent performance
Analysing performance statistics and making decisions on the basis of these statistics
Answering escalated queries from Call Agents
Leading the Call Centre in the absence of the Head of the Call Centre
Performance Measures and Reporting
Performance monitored through daily, weekly and monthly performance reports
To provide regular feedback on Quality Monitoring scores and design training/improvement plans where necessary
To maintain an average SLA answer time of 95% through effective rota management
To ensure the average shift pattern accuracy for the Call Agent Team meets 98%
If you have experience in the responsibilities listed above, and have a positive, enthusiastic, customer-focused attitude, please apply for this role at your earliest convenience.
Leave a Reply
You must be logged in to post a comment.