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Saturday, 25th January 2020

Head of Outbound Call Centre


The Head of the Outbound Call Centre must ensure maximum client satisfaction through the provision of outbound telemarketing solutions. The job requires you to:

• Manage day to day operation of outbound and telemarketing services within the call centre through team leaders (create and implement effective call flows and scripts; ensure that vital information is tracked and reported, etc.)
• Ensure that accurate and up to date response information is available on a daily basis, and that it is constantly reviewed to enable the end-user (management, agents and clients) to act quickly on any opportunities
• Ensure that all reporting material is produced on time and that the format is appropriate to the reader
• Ensure optimum and appropriate use of available staff and technology to maximise team performance
• Interview and recruit appropriately skilled staff
• Constant liaison with other managers in the call centre to ensure the smooth running of the department
• Plan and develop long and short term strategy in conjunction with line manager
• Develop staff through coaching, mentoring and training in order to help them achieve personal development objectives and to successfully contribute to the achievement of business targets. This will include regular performance reviews
• Set personal development objectives and targets for staff in conjunction with line manager
• Create an environment where performance targets are achieved in line with budget and according to business criteria
• Participate in call centre management meetings to ensure effective communication of contact centre issues - then in turn communicate any important information to staff
• Ensure compliance with British Standards and European International Standards Organisation(BS EN ISO) procedures
• Review, monitor and improve team productivity
Provide recommendations for resource planning and technology in order to maximise business activity.

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