Call Centre Operations Manager - Dundee - Salary up to £50,000 DOE
Are you an experienced senior call centre professional currently operating at a senior managerial level?
Would you like to make a move to join a smaller call centre where you can play a key role in shaping and development of the team which forms an integral part of the overall business?
Do you have a strong background in managing teams that handle inbound calls and working within a targeted environment?
Are you a natural process improvement champion, able to provide evidence of times when you have suggested an implemented change in order to really drive forward performance?
HRC Recruitment are working exclusively with a Dundee based professional services firm who are looking to appoint an experienced Call Centre Manager to join their inbound enquiry team.
Are you who we're looking for?
Strong background working within an inbound contact centre operation
Experience of working within a metric-driven environment
Outstanding coaching and people management skills
Strong analytical skills with a competent level of Excel knowledge, able to work with internal IT teams to together draw the appropriate ad hoc data as required
Ability to identify process improvement and come from a background where continuous improvement is encouraged
Excellent communication and people management skills
Strong level of commercial awareness with an ability to plan, act and measure and review
Strong stakeholder management skills
What does the day to day look like?
Managing a team and coaching individuals to achieve their full potential
Acting as a positive role model, adopting the company values
Championing the employers' brand externally and really working to promote a positive perception
Delivering against key KPI; conversion rates of inbound calls
Develop training for the team
Running reports and working with the internal IT reporting teams to effectively communicate back to senior management on key metrics
Liaising with key external suppliers and building/maintaining strong working relationships
Analyse processes and procedures constantly looking for ways of improvement
Building strong internal relationships
Creating a culture where colleagues strive for success
To apply for the above position please forward your CV to Cheryl Stobo using the apply online link.
HRC Recruitment acts both as both an employment agency and employment business.