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Call centre manager

06/01/18 9:25
5 Applications
Job Type:
Full Time

  • managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;
  • carrying out needs assessments, performance reviews and cost/benefit analyses;
  • setting and meeting performance targets for speed, efficiency, sales and quality;
  • ensuring all relevant communications, records and data are updated and recorded;
  • advising clients on products and services available;
  • liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
  • maintaining up-to-date knowledge of industry developments and involvement in networks;
  • monitoring random calls to improve quality, minimise errors and track operative performance;
  • coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
  • reviewing the performance of staff, identifying training needs and planning training sessions;
  • recording statistics, user rates and the performance levels of the centre and preparing reports;
  • handling the most complex customer complaints or enquiries;
  • organising staffing, including shift patterns and the number of staff required to meet demand;
  • coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
  • forecasting and analysing data against budget figures on a weekly and/or monthly basis.


   All interested and qualified applicants should forward their BIO DATA, i.e full name,phone number, location,address,discipline and role applied for, to this phone number (08116782259) or forward a comprehensive resume/CV to the comment box provided or to the company e-mail address kolcrestservices(at)outlook(dot)com: email for urgent recruitment and must be willing to resume duty immediately.

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