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Call Centre Manager Full Time

at Team Recruitment Aberdeen in Aberdeen (Published at 23-03-2021)

Job Description

Our client is recruiting a Call Centre Manager to join their team on a permanent basis.

Duties will include:

  • Provide leadership to actively drive engagement through outbound calling campaigns (Team of 8-10)

  • Allocate resources effectively to meet agreed call-out targets by working closely with the Engagement Team

  • Take responsibility for setting and meeting customer service targets as well as planning areas of improvement or development

  • Help to devise suitable calling scripts appropriate to each campaign

  • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience

  • Ensures service and sales targets are continually reviewed and expectations are met with optimum levels of quality and service delivery

  • Keep the call out team motivated and enthused at all times
  • Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets

  • Build and maintain effective internal and external stakeholder relationships

  • Identifying and instilling best practice, processes and systems and drive continuous improvement environment

  • Review call data and make suggestions, recommendations as to improvements across the call centre

Typical hours are 0900-1700

Desired Qualities / Qualifications

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