Position: Centre Manager Team Leader

Location: North West London

Hours: 40 hours per week, 5 days per week - weekend and evenings will be required (shift work)

Pay Rate: 30,000 - 35,000k per annum (DOE)

Start Date: January

The Assistant Call Centre Manager will be responsible for supporting the CCM on the day to day delivery of "People and Performance" in terms of KPI and SLA delivery. This is achieved through resource planning, rostering, training, quality monitoring and the management & engagement of staff. Your role will include a focus on Operations to maintain a motivated and consistent team.

Duties:

- Manage Day to Day Operations

- To ensure delivery of KPIs: Productivity, Service Levels and Abandon rates

- Oversee TL's - Bi weekly one to one with weekly observations on performance, completing coaching forms

- Use workforce management tools to produce rota 4 weeks in advance, along with booking of QA feedback and Bi Weekly One to One's for Agent

- Assisting the CCM and Account Managers to maintain good client relationships at all times by responding to client requests in a timely manner - Specifically complaints and queries

- To ensure the clients' reporting / escalation requirements are dealt appropriately

- Keep HR trackers for ER Cases, PIP's and PDP's

- Report Daily, Weekly and Monthly on call stats

- Forward thinking for continuous improvement, productivity and efficiency improvement

- Culture Conscious and aware - displaying role model behaviour at all times

Requirements:

Previous experience working within a contact centre environment

Proactive with learning and development area and efficient with tasks

Can interpret inbound call centre statistics, forecasts, call volumes and act accordingly

Able to act upon reports and instructions relating to agent productivity levels, and utilisation

Able to take ownership and responsible for call quality and agent training of your team

Strong interpersonal skills, Resilient in challenging situations, professional and positive at all times

Excellent, written and verbal communication skills, along with excellent interpersonal skills

If this role is of interest to you please do not hesitate to apply for immediate consideration.

Please note: Due to the high volume of responses received for this role we will not be able to contact all applicants directly. If you have not heard from us in four weeks please consider your application unsuccessful.

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.