Creating purposeful careers as we build the future of contact centre solutions - Leading a team within the Outbound and telemarketing call centre to meet business requirements - To guide and support team members 2. Operational management - Setting, measuring and meeting performance targets for speed, efficiency, sales and quality for the team - Driving operational and technological efficiencies within the team - Managing the daily running of the team - Monitor team members performance against target on a day to day basis, and implement changes where appropriate - Ensure the individual team member’s service standards are adhered to, e.g. meeting and exceeding Targets, team productivity, data conversions, Talk time interactions captured, etc. - Handling difficult customer complaints or enquiries - Drive quality control and ensure corrective action are taken where required - Analyze performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that appropriate action is taken. - Forecasting capacity against plan on a weekly/monthly basis - Ensure adherence to the operational policies and procedures - Participating in the recruitment and selection of staff - Monitor performance on regular basis and provide constructive feedback - Pro-actively encourage high performance at all times - Ensure all staff issues are dealt with appropriately and within a timely fashion - Ensure all daily, weekly and monthly workloads are completed - Motivating, developing and retaining staff - Identifying staff training needs and planning of training sessions - Adhering to all HR policies and procedures - Monitor performance on regular basis and provide constructive feedback - Pro-actively encourage high performance at all times 3. People Management - Ensure all staff issues are dealt with appropriately and within a timely fashion - Ensure all daily, weekly and monthly workloads are completed - Motivating, developing and retaining staff - Identifying staff training needs and planning of training sessions - Adhering to all HR policies and procedures 4. Health and Safety Compliance. - Conform and adhere to Safety, Health and environmental legislative requirements. - Report any health and safety concerns/incidents in the workplace to the manager / health and safety representative. - Assist the company to establish and maintain a fully compliant healthy and safe work environment. - Attend the Safety, Health and Environmental workshops as required by management. Skills People Development Strategic Thinking Time Management #J-18808-Ljbffr