The Role:
• The overall purpose of the role is to manage the company’s contact centre. The overall purpose of the contact centre is to provide an efficient and professional service to our customers at all times.
• The prime responsibility is the day-to-day management of the contact centre personnel to ensure that collectively they meet our customer requirements on time and to the quality standards set by the company.
• The manager will be responsible for the recruitment, support and development of department staff
• Definition, control and implementation of all contact centre procedures.
• Provision of content and presentation of contact centre on all customer visits to the company’s facility.
• Setting the standards for all customer telephone calls within the contact centre and measurement of the calls to ensure that they are deal with in accordance with service level targets as well as ensuring the highest standards of customer care are maintained.
• Control and usage of the “Automatic Call Distribution (ACD)” telephone system
• Statistical reporting and analysis from the system.
• Ensure that all relevant escalation procedures are up to date.
• Be available for out of hours escalation regarding administration and ACD issues when required.
• Ensure that the team provide telephone cover for the contracted hours as set by customer KPIs
What the company is looking for in the successful candidate:
• Minimum level supervisory/managerial experience gained within a contact centre or customer service environment.
• Strong leadership skills are essential in this role in order to provide direction, motivation and development for the team – with the overall aim of providing an effective call handling process and excellent customer care.
• Quality focused approach with the ability to demonstrate previous experience of developing and implementing customer service performance indicators.
• Ability to remain focused and organised in a very busy/time pressured environment.
• Possess and demonstrate planning and organisation skills.
• Possess a high level of computer skills.
• Effective interpersonal skills with ability to build rapport with customers and staff – is open, honest and fair.
• Smartly dressed and well presented to create the right image in front of the customers.
Company Description
Petrie Recruitment is a relatively small - but perfectly formed!! - business - and it provides staff for a wide range of (mainly permanent) job categories in several sectors, but does tend to focus on manufacturing and commercial positions, e.g. Engineering, General Management, Production Management, Logistics, Purchasing, H.R., Finance, I.T., Sales/Marketing and all aspects of Administration.
