Contact Centre Assistant Manager

Location: Swindon
Job Type: Permanent
Salary: £19,000 - £21,000
Reference: SWICWAM

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gap professional is operating as an employment agency on behalf of its client. 

Contract: Permanent 
Location: Swindon 
Salary: starting at £21,000 
Hours: rotational shift patterns between 0700 and 1900hrs that include weekends 
We have a fantastic opportunity available for a Call Centre Assistant Manager based in the Swindon area. 

Main Responsibilities include:

  • Responsible for the formulation of targets for individuals and teams
  • Line manager a team of Contact Centre Operators, Compliance Operators & Senior Operator
  • Participate in recruitment process (Assessment Centre)
  • Answer questions from staff, provide guidance and feedback
  • Responsible for providing documented quality feedback and coaching sessions
  • Responsible for measuring performance with key metrics; Service Level, Call Abandonment & Call Quality
  • Devise ways to keep staff motivated & set clear goals for both individuals and team
  • Delegate tasks and set deadlines
  • Responsible for ensuring adherence to company policies and procedures
  • Keep Contact Centre Manager informed on issues and problems and escalate to Senior Management where appropriate
  • Act as a key contact for queries that come from the supply chain or the client
  • Attend meetings with supply chain or the client as required
  • Champion company values and inspire others to do the same
  • Develop and maintain knowledge of the contracts and ensure contract SLA’s and KPI’s are met on a daily, weekly and monthly basis
  • To develop and maintain a good understanding of the core applications (Concept Evolution and SharePoint applications) used to provide facilities management services to all customers, including all relevant processes and procedures
  • Complete regular Quality Monitoring and provide timely feedback, both to agreed standards
  • Attend regular benchmarking sessions with Operational Management Team
  • Discover training needs and provide coaching via the SMART method
  • Recognise high performance and reward accomplishments
  • Suggest and organize team building activities
  • Take ownership for own performance
  • Ensure all changes, developments and contract information is communicated in the appropriate method and timescale
  • Responsible for completion of many administrative processes (Chase, Escalation etc)
  • Complete tasks as directed by line manager
  • Be prepared to work on relevant contracts, projects and initiatives at short notice to support the needs of the business which may require a flexible approach to time management.

Key Skills:

  • Leadership
  • Communication and influencing
  • People Management
  • Organisational skills
  • Results orientation
  • Interpersonal skills

Closing date is 10th May 2019 

To Apply please follow the application process for the site this job is advertised on or email your CV