The Call Centre Manager (CCM) is responsible for planning, managing and controlling the day to day operations activies. These activities provide the operational support for a business unit or group. A true ability to manage people daily, while coaching and developing your staff.
Typical Responsibilities and Qualifications: (include but are not limited to)
Daily, weekly, monthly management of KPI performance and provide updates to the Call Centre Director
Follow TOPS methodology as outlined - daily, weekly, monthly audits
Be a driving force to promote activities that will improve and maintain a high level of Employee Satisfaction (ESAT)
Meet daily with Supervisors to review previous days performance (internal/external KPI’s) and to plan for the day
Ensure Supervisors are meeting their Team’s KPIs, Quality, ESAT etc. and that they understand what their targets are to achieve success
Ensure Calibrations are done weekly with the Client and Internally with the Quality department or as specified by the SOW
Responsible for daily, weekly, monthly review of Quality results and implement actions to improve as required
Responsible for daily review of Efficiency and address any issues/action plans
Ensure that PIPs and ISP’s are formulated and administered as required and followed through to completion as per the policy
Responsible for coaching, development and succession planning of Supervisors and Agents
Troubleshooting and escalation of issues/concerns to Call Centre Director as required
Education: Bachelor’s degree or equivalent experience in a call centre or business related field (e.g., management, sales).
Experience Target: Minimum 3-5+ years of management experience in an inbound/outbound call centre with solid sales experience.
Travel: Occasional (less than 10%)