My client are currently seeking to hire an experienced Contact Centre manager to set up and manage a Contact Centre of approx 6-8 Agents. Overall responsibility will fall into a keys areas such as Operational, Resource Panning, HR Management, Telephone & Technology and Quality Management. Duties include:
· Day to day operational responsibility for the Centre.
· Act as vendor liaison on all operational aspects of the contact centre function.
· Coordinate work load distribution in a balanced equitable manner.
· Pro-active management of backlogs (including appointments, queries / issues / complaints)
· Act as a point of escalation for Centre Agents.
· Monitoring Centre performance through key performance indicators (daily, weekly, monthly etc)
· Performance management of agent/administrator objectives.
· Coaching and motivation of Centre agent/administrators.
· Resourcing the Centre using transactional forecast volumes, trends and seasonal activity
· Ensuring agent/administrator scheduling is correctly managed and that the Centre is always corrected staffed.
· Review and report on agent/administrator schedule adherence
· Quarterly review of internal and external Telephony Call Routing Plan.
· Liaising with IT regarding system performance, systems integration and new functionality requirements.
· Ensuring that the technology compliments the Customer's experience in dealing with the centre, regardless of transactional type (phone, e-mail, web, white-mail etc).
· Management of a 'Process Improvement' system to identify issues and opportunities for improvement and develop solutions to solve these.
This is a newly created role where we are seeking candidates who have come from a Call/Contact Centre background who is capable of setting up this centre and putting various processes and procedures in place. Strong customer focus, problem solving, technology and leadership skills are essential to the role. This role is a fantastic opportunity for someone who is perhaps at Supervisory level and looking to take their career to the next level. Lots of scope to further develop the role. Hours Mon-Fri 9-5:30. Salary €45,000 doe.
For a further discussion on the role please call Richard Minchin direct on 01-6146165 or email your CV to richard.minchin@cpl.ie