Call Centre Manager

Call Centre Manager opportunity for a fast-growing e-commerce company in East-Berkshire, paying up to £100,000 Your new company A fast-growing e-commerce company, based in East-Berkshire. Your new role My client are looking for a Sales-driven Call Centre Manager to lead their fast-growing team of advisors. This role will be essential for pushing the company growth via driving sales, implementing processes, customer service management, performance management and quality management. Your duties will include: Undertake formal monthly performance reviews and 1:1 meetings with direct reports against KPI's. Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary. Management of any campaign migration or new business implementation. Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development. Facilitate a culture of open and honest 2-way communication ensuring key messages are cascaded. Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality. Co-ordination of responses to any client change control requests Management of any client escalations relating to the Operational team's performance. Preparing, analysing and presenting data to the client as part of monthly performance reviews Preparing and conducting Monthly & Quarterly business reviews Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool. Ensure integrity and accuracy of financial reporting and analysis on both site and client level. What you'll need to succeed To be considered for this role, you will need to have over 5 years' experience in a Call Centre Managerial role, proven experience in driving company sales and strong leadership skills with ability to manage multiple teams and large groups of people. As well as this, performance management skills (coaching, conducting an appraisal), strong verbal/written communication and facilitation skills, strong interpersonal/communication skills and client management skills. The following is required: Demonstrated knowledge of contact centre operations and customer support. Supervisory skills (including tools, processes and systems knowledge) Demonstrated knowledge of technology industry and general business management. Demonstrated ability to analyse processes, enact change, and think operationally and strategically to achieve business goals. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk