Customer Leads Centre Manager

Overview of the Role

The Customer Leads Centre manager is a pivotal role within the business, driving performance and sales through an inbound contact centre. Managing a team of 5 Team Leaders, 2 Associate Coaches and approximately 60 FTE, the role aims to meet or exceed sales and service targets through individual and team management. The design and delivery of an incentive plan is crucial to creating the drive behind individual performance and tactically implementing this to deliver increase sales conversion. Understanding and creating an environment for motivation is critical to ensure Associates and Team Leaders alike enjoy their surroundings and remain focussed towards their objectives. Ultimately, the main responsibility is to manage our most important asset - our people.

Purpose

To provide inspirational leadership to the Customer Leads Centre and Advisor Diary Support teams, driving conversion performance and quality through individual and team management.

Responsibilities

• Manage, motivate and develop team managers to deliver business objectives and sales targets while ensuring that all team members have personal development plans to optimise performance and achieve all business KPI's.
• Management, development and leadership to 5 Team Leaders, 2 Associate Coaches and approximately 60 FTE.
• Monitor and manage performance on call to lead conversion and input to key initiatives to drive and continually improve business performance, ensuring timely action is taken, as and when required
• Design and deliver tactical incentives and reward and recognition programmes to drive individual performance
• Reporting Call Centre team performance to the business against set KPI's
• Identifying non-value added processes and/or customer centric system improvements and co-ordinate with ICT.
• Work closely with Marketing to identifying new sales opportunities to drive conversion and to ensure a customer focussed process
• Providing and communicating to the Customer Leads Centre with all relevant and detailed marketing activity
• Fulfilment of all recruitment campaigns from Associates to Team Leaders against planned activity
• Reviewing and monitoring training effectiveness and driving necessary changes to improve the customer experience
• Operate a flexible approach to change, positively consult and communicate with the team and the wider operational functions to effectively implement and embed agreed change initiatives to deliver improved effectiveness and efficiency

 

• Strong analytical skills
• Excellent organisation and team skills
• A resilient approach and the ability to manage conflicting priorities.
• Strong communicator at all levels
• Outstanding knowledge of Contact Centre practices and principles
• Demonstrable success in people management
• Experience of delivering optimum results through people and processes towards KPI's and targets
• Inspirational leadership qualities
• A good sense of humour
• A good understanding of Employment Law
• Good reporting writing, both numerical and written
• Intermediate level Excel, Word and Powerpoint
• A minimum of 3-4 years experience at Team Leader or Manager level within a Contact Centre

 

Good standard of education

The closing date for this vacancy is 16/05/2008