Deputy Manager

Belfast, United Kingdom

Job Description


Designation

Deputy Manager

No. of Positions

1

Experience

3-5 Years

Skill (Primary)

PMO(BSERV)-Service Line Manager-Service Line Manager

Qualification

AMIETE, Bachelor of Arts

Expected Date of Closure

31-Oct-2023

Job Family

Delivery Voice

Employee Group

Business Line FT

Job

Process Manager-Voice

(Posting).


  • Develop objectives for the call centre\'s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyse call-centre statistics (customer service metrics etc.)
  • Hire, coach to maintain high customer service standards
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or upper management
  • Manage the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations
  • Undertake needs assessments, performance reviews
  • Ensure all relevant communications and data are updated and recorded
  • Update clients on any escalations/Outages
  • Liaise with supervisors, team leaders, to gather information and resolve issues
  • Monitor random calls to improve quality, minimise errors and track agent performance
  • Co-ordinate staff recruitment, write job adverts and liaise with HR staff
  • Review the performance of staff, identify training needs and plan training sessions
  • Handle the most complex customer complaints or enquiries
Essential Criteria
  • Proven experience as call centre manager or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting
  • Proficient in MS Office and call centre equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Fully Flex/Full Time
Reporting Manager Designation

Deputy General Manager - Operations

HCLTech

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Job Detail

  • Job Id
    JD3003223
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Belfast, United Kingdom
  • Education
    Not mentioned