Contact Centre Manager

Contact Centre Manager

Location: London , South East Salary: 45000 - 55000 per annum Date posted: 14/04/2012 16:03 Job type:Permanent Company: Lifeline Personnel Contact: Demi Barrett Ref: Totaljobs/CCM Job ID: 53237787

CONTACT CENTRE MANAGER required for corporate office is Central London.
To actively manage the Contact Centre ensuring all team leaders and staff have objectives and deliver performance to meet their objectives (using performance management techniques)
Commercial input into business development strategy focusing on consultant and customer relationship management
Responsible for the revenue generation and profitability of the Contact Centre

REQUIREMENTS
*Worked within a revenue generating Contact Centre environment at a senior level for significant experience within a sales management function within the Healthcare industry
*Budgetary management experience in excess of 1m
*Utilisation of change management methodologies in organisations that have undergone major change programmes
*Experience of operating at a strategic level, providing strategic direction and delivering against challenging targets
*Experience of the integration and management of back office & support functions into a contact centre environment
*Experience of identification and incorporation of new services into a contact centre environment
*Experience of delivering customer services to a high standard and to tight deadlines
*Experience of implementing customer focused initiatives to deliver enhanced customer loyalty
*Experience of performance management techniques
*Experience of implementing all levels of disciplinary and grievance procedures
*Experience of developing and delivering agai nst key performance indicators (KPI's)
*Development of reward and recognition systems that embed and continually improve outcomes
*An understanding of contact centre technologies.g. resource forecasting, agent management tools, call recording, supervisor consoles, agent skills grouping. call prioritising etc.
*An understanding of call centre metrics and reporting
*Experience of working in a highly pressurised environment
*Effective presentation skills at Board level
*Strong influencing & communication skills at Board level
*Strong networking skills
*Commercially focused with experience of business development
*Strong relationship management experience
*Experience of programme management