Job Description

I am recruiting an experienced Night Shift Call Centre Team Manager for a prestigious client who is one of the leading companies in the UK within their industry, based in Sutton Coldfield and is paying a salary of £27389 with a start date of 21st January 2019.

JOB ROLE

Covering the night shift (10pm-8.30am) of a 24/7 365 contact centre you will be leading an inbound call centre team, enhancing and improving the quality of service from the call centre advisors. You will take responsibility for the coaching, training and developing of your team's advisors, conducting performance reviews and managing SLA's.

THE COMPANY

This is an exciting opportunity to join and work for a successful department who have a number of nationally recognised call centre awards. The company are a very conscientious, ethical and empathetic business who deals with prepaid funeral plans allowing customers to pre plan and pre pay for their funeral.

TYPICAL DAILY JOB DUTIES - WHAT WILL YOU BE RESPONSIBLE FOR?

- Work co-operatively with Management Team colleagues to ensure the achievement of the SLA targets

- Lead and motivate an inbound call centre team of advisors ensuring the highest quality of customer service

- Train, coach and develop individual team members thereby improving their skills, confidence and capability

- Providing individual and team coaching, identifying development needs and implementing development plans

- Conduct one-one performance reviews

- Accurately undertake necessary administrative tasks, and check of other team members' work

- Maintain compliance with all Company procedures

- Setting employee goals and objectives and carrying out employee performance reviews

PERSONAL SPECIFICATION

- A minimum of 3 years previous experience as a Call Centre Manager or Team Leader is essential

- Ideally have experience of working night shifts, this is not essential but would be beneficial

- Ability to motivate and inspire; a bright individual with a positive attitude

- Experience of training, coaching and developing team members

- Experienced in conducting performance reviews

- Committed to the provision of excellence customer service

- A confident written and verbal communicator to all levels of staff and stakeholders, both internally and externally

- Ability to multi-task, prioritise workload and re-organise tasks as necessary

- Ability to work under pressure and be self-motivated

- PC literate & accuracy in managing data and associated information

- Approachable, enthusiastic with a 'can do' attitude

- Confident, sensitive and empathetic natured

- Exceptional organisational skills

- Committed to working night shifts on a 4 on 4 off rota basis

***PLEASE ONLY APPLY IF YOU HAVE THE EXPERIENCE WHICH IS REQUESTED FROM THE ABOVE PERSONAL SPECIFICATION AND YOU ARE LOOKING FOR NIGHT WORK***

WORK PATTERN (Calculates to 35 hours per week over 52 weeks):

Night shifts - 4 shifts on 4 shifts off on a weekly rotational pattern.

22.00-08.30 (30 minute unpaid break with 2, 10 minute paid breaks)

Shifts example pattern:

Week 1 - mon/tue/wed/thur night

Week 2 - tue/wed/thur/fri night

Week 4 - wed/thur/fri/sat night

Week 5 - thur/fri/sat/sun night

Week 6 - fri/sat/sun/mon night

Week 7 - sat/sun/mon/tue night

Week 8 - sun/mon/tue/wed night

Week 9 - revert back to week 1

*This position will require bank holiday working, if you work a bank holiday, you will receive the day in lieu at another time*

TIMESCALES TO START AND TRAINING:

- Interviews to take place week commencing 7th January

- Monday 21st January start date (no annual leave allowed for first 4 weeks due to in depth training)

***Due to the in depth training you will need to be able to commit to 4 weeks FULL TIME DAY SHIFTS (38.75 hours) work between the hours of 9am and 7pm (no more than 7.75 hours per day), overtime will be paid for additional hours worked over your contracted hours***

BENEFITS:

- £27389 annual salary (£24838 basic £2550 Night Shift allowance)

- 35 hour working week

- 22 Days holiday + bank holidays each year (entitlement increases with service)

- An attractive company pension

- Laptop

- Free Parking

- Childcare Vouchers

- Reduced membership of National Trust

- Ongoing learning and development opportunities

If you are have call centre management experience and are interested in this position please call 0121 6333888 and ask for Adam or Charlie and send your CV .

***If you have not received a response within 48 hours your CV has not been selected***