Contact Centre Manager

Recruiter
MERJE Ltd
Location
London, South East England
Salary
35000.0000
Posted
20 Jul 2017
Closes
19 Aug 2017
Contract Type
Permanent
Hours
Full Time

To manage the team of telephone interviewing staff, ensuring that all of our telephone interviewing requirements are met

Main Responbilities

  • Department Management
  • Resource planning and forecasting: ensuring that we have the right level of resource to service all projects
  • Determining when we need to embark on recruitment campaigns for interviewers.
  • Overall responsibility for quality standards in telephone interviewing
  • Ensuring telephone interviewing fieldwork reports are prepared accurately and in timely fashion
  • Ongoing focus on business and process improvement
  • Sign off of telephone interviewing budgets
  • People Management
  • Work with the Director of Operations to ensure that the telephone interviewing team is structured to achieve its objectives, and that the right people fill each of the roles
  • Manage and motivate the telephone interviewing team
  • Collate performance feedback and conduct appraisals
  • Training
  • Identify skill gaps and coordinate required training for team members
  • Work collaboratively with other departments
  • Hold regular telephone interviewing team meetings
  • Ensure actions identified from employee satisfaction surveys are implemented and continuously reviewed.