"Call Centre Manager Role Profile"
Garlands Role Profile Job Title: Call Centre Manager Grade: D Department/Section: Call Centre Operations Reports To: Senior Call Centre Manager Role Purpose This person will be responsible for ensuring the delivery of client objectives/targets through planning and managing all call centre activities to meet the agreed company and client service targets. They will ensure that a customer focused, high performance, high commitment environment is sustained through continuous client contact to ensure compliance against deliverables. Key Tasks/Accountabilities 1. Manages the day to day Call Centre operation. 2. Executes the call centre operational plan/build model that demonstrates to the client the approach that the Garlands teams intend to take in order to achieve a successful outcome. 3. Undertakes performance management process for team managers. 4. Ensures that the department meets the agreed client targets and Garlands standards through regular checks against targets. 5. Ensures that communication, involvement, performance management and employee development operate within the prescribed guidelines. 6. Manages internal focus group and feedback sessions. 7. Conducts regular team briefings, operational meetings, updates and feedback sessions with team managers to focus activity and targets. 8. Liaises with HR and MIS departments to proactively contribute to attrition and recruitment strategy. 9. Liaises with People Development team to determine training needs and required outputs. 10. Manages budgets effectively and raises capital expenditure requests accordingly. 11. Ensures that Team Managers are fully equipped with all necessary resources to undertake their roles. Garlands Role Profile Call Centre Manager Page 1 of 4 12. Liaises with the client to agree operational requirements of the front-line people and then ensuring that plans are implemented to ensure the delivery of these requirements. 13. Attends regular update meetings with client to review performance against milestones, targets etc. and to capture any areas of concern for later action. 14. Produces Call Quality Monitoring (CQM) statistics on a regular basis for review in meetings with team leaders and for inclusion onto the weekly and monthly client reports. 15. Identifies and resolves business issues affecting performance across the Call Centre. 16. Plans and prioritises the deployment of the Team Managers to optimise operational performance. 17. Recommends and implements new policies and procedures. 18. Secures the full integrity of all transactions, ensuring that security, control, audit, regulatory requirements and procedures are observed across the Call Centre. 19. Accountable to the senior call centre manager for liaising with the HR department to ensure that the team head count is maintained at an agreed level and that there is a balance of knowledge, skills and experience in the team. 20. Attends weekly operations meetings to report on progress ad issues and to capture management information. 21. Agrees Call Centre performance goals and objectives with the Senior Call Centre Manager and cascades accordingly to the Team Managers. 22. Represents Garlands Call Centres on project teams when required. 23. Prioritises and plans the deployment of staff resources to maximise performance. 24. Proactively undertakes and promotes personal development. 25. Actively recognises the need for customer confidentiality. 26. Takes an active role in team-working and providing support to colleagues. Typical Performance Measures 1. Achievement of client targets. 2. Quality of client relationship via Client Satisfaction Surveys. 3. Culture and climate of team environment. 4. Delivery of tasks to agreed quality standards and deadlines. 5. Formulation of work plans/resources in response to change. 6. Achievement of Garlands standards – punctuality, absence, code of conduct, dress code etc. 7. Contribution to Attrition figures via360 Feedback Surveys, Employee Satisfaction Surveys, Exit Interviews Garlands Role Profile Call Centre Manager Page 2 of 4 Person Specification Skills 1. Relationship Management. 2. Highly developed report writing and communication/Presentation skills. 3. Highly developed leadership skills. 4. Conflict handling and resolution. 5. Influencing and persuasion. Knowledge 1. In-depth understanding of the outsource industry and its associated challenges and rewards. 2. Understanding of the Garlands strategy, goals and competitive environment. 3. Understanding of best practice change management processes and methodologies. 4. Understanding of the relevant regulatory, legal and other contextual factors impacting on the delivery of client targets. 5. Basic understanding of Management Information Systems (MIS) 6. Understanding of call centre technologies, applications and platforms. 7. Performance Management process. 8. In depth understanding of resource management processes and approaches. Experience/Qualifications 1. Previous experience of a management role within a call centre environment is desirable. 2. Previous experience of working in a customer service environment is essential. 3. Previous experience of working in a specialist sales/technical environment (where applicable) 4. Motivating others to achieve targets. 5. Developing a team culture and climate. Garlands Role Profile Call Centre Manager Page 3 of 4 Behaviours Threshold Customer Experience – Level 3 Organisational Commitment – Level 2 Team Leadership – Level 3 Self Development – Level 2 Influencing – Level 2 Change Focus – Level 2 Business Awareness – Level 2 Decision Making – Level 1 Information Sharing – Level 2 Distinguishing Customer Experience – Level 4 Organisational Commitment – Level 4 Team Leadership – Level 4 Self Development – Level 4 Influencing – Level 3 Change Focus – Level 3 Business Awareness – Level 3 Decision Making – Level 3 Information Sharing – Level 3 Garlands Role Profile Call Centre Manager Page 4 of 4