We are currently recruiting for an experienced Call Centre Manager for a well established and growing organisation. 

The Call Centre Manager is responsible for the overall performance of the Operations Department through managing team of up to approximately 30 Customer Account Managers, 9 Recovery Agents and Litigation Specialists.  This includes managing the workload and having overall responsibility for their support and development (in conjunction with the Learning & Development team).

Duties & responsibilities:

• Support the operational systems, processes and policies in support of organisations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning
• Play a significant role in long-term planning, including an initiative geared toward operational excellence
• Regular meetings with Operations Manager around planning and performance
• Effective Management of direct reports
• Manage functions and dialler strategy
• Increase the effectiveness and efficiency of Customer Services, Collections and Underwriting through improvements to each function as well as coordination and communication between functions
• Drive initiatives in the management team and organisation that contribute to long-term operational excellence
• Liaise with Learning and Development Manager to identify and assess training and development needs of the department
• To conduct 1-2-1 performance reviews, quarterly appraisals and where appropriate, implement performance improvement plans in line with the department’s training policy
• Manage staff development, ensuring staff are effectively trained and monitored to ensure competency is maintained
• Day to day management of department activities and workflow, manage shift patterns, deal with attendance and disciplinary issues and report on performance against KPI’s and department targets