Call Centre Manager

Chase Resourcing are delighted to announce we are recruiting a Call Centre Manager for our client based in Munster.

Job Description

Effectively manage and lead out the day-to-day activities within the call centre to the highest quality standard.
Select, train, coach, mentor and motivate staff to maximize performance.
Responsible for monitoring and assuring acceptable levels of performance, productivity and quality are met in line with key metrics.
Monitor service delivery and implement corrective action.
Continuously improve business processes to add greater value and standards of excellence.
Complete tasks such as performance reviews, time and attendance, training requests, system access, move requests, disciplinary actions.
Ensure performance guarantees and established goals are met and maintained.
Monitor calls for quality assurance and Research quality issues
Maintain department logs and documentation, analyse for trends in order to identify and initiate future pro-active measures.
Oversee departmental developments and projects.
Create, implement, monitor and report on the policies and procedures to ensure all required standards are met.
Decipher training and development requirements and meet those needs.

Requirements
Planning & Organizing Skills
Strong call centre management background, 3-5 years +
People Management experience
Ability to multi task and work within a fast paced environment
Proficient IT skills
Software Experience:
Call Centre software, Telephone Software, Microsoft Suite

Qualifications:
Third level qualification in Business or related field

If you are interested in the above role please forward a copy of CV to info@chase.ie