Would you like to be a vital part of the growth plans for a rapidly growing Out of Hours Property Management Service Provider?...
Job Title OOH Contact Centre Manager
Department Group OOH Operations
Tier & Band Tier 2 Band 4
Reporting to Operations Manager
Hourly Rate Range £15.38 - £17.95 Dependent on Experience
Hours & Days of Work 32 Hours P/W, Tuesday 3pm-11pm (7.5), Wednesday 3pm-11pm (7.5)
Thursday 3pm-11pm (7.5), Saturday 8am-6pm (9.5)
Interview Process Pre-Screen Telephone, Interview In Person @ Office x 2
Team manager & Shift Leader for our OOH Operation
Key Responsibilities
· Employee Retention and Engagement
· Client Contract Retention & Quality
· Answer Rate KPI Delivery
· Attendance Management
· Performance Management
· Quality Monitoring & Feedback Management
Experience
· 3+ Years management experience within a call centre setting.
· 1+ Years within a Property Maintenance setting, albeit can be linked in FM call centre environments. General real estate agency works does not count. Property Maintenance only with experience of reactive emergency settings
Industry / Sector Experience
Property Management, Accident handling, Emergency Call Centre Management. 999 Call Centre Managers. Pressurised call-handling settings.
Previous Role Types & Seniority
Contact Centre Team Leader/Customer Service Team Leader/Helpdesk Team Manager/Service Centre Manager/Contact Centre Manager/Middle to Lower Senior Level Office/Contact Centre Management
Achievements we would Like to See
Regularly hitting own and departmental KPI’s (with a focus on real time management of shift answer rates & wait times in addition to continuous improvement/quality KPIs).
Can evidence specific examples of turning around under performance & building a team to achieve targets consistently.
Ownership of the real time activity during often high-volume shifts independently & with assistance from peers.
Developing colleagues for internal progression.
Technical Ability
Computer literate, experience using CRM’s, Telephony Software & Microsoft Suite.
Preferred Qualifications (Nice to Have)
- Any Property Management Qualifications (ARLA etc..).
- ILM Qualifications
- Relevant NVQ/BTEC/Degree
- GDPR / H&S / CIPD in People or L&D
Soft Skills / Competencies
· Emotional intelligence, someone experienced with managing & motivating people.
· Maturity, can up-hold standards and understand the direction business is heading in.
· Desirable if experienced with less sociable hours work.
· Problem solving, risk assessment and understanding clients & how to make our service the best product/resolution for clients.
· Strong communicator with seniority in their manner.
Cultural Fit
· Team Player Dynamic should be Co-operative with existing management team, willing to learn company and industry specific methodology. Confident in their ability but not too rigid that they’re not willing to work together, compromise and remain resilient throughout. -
· Comfortable making quick decisions during live shifts under pressure.
· Able to run the shift with independence, autonomous in their operation of the shift.
· Musty be visible, vocal & approachable to the team during a shift in real time, leading from the floor. This role is not for someone who manages from behind a desk via email retrospectively.
· Collaborates with Operations Manager and SPM & PM Peers to ensure shift coverage and share best practices.
· Clear communicator, able to give instructions with confidence and debrief in quieter moments on shift.
· Gives live, real time soft skills and process coaching pro-actively throughout shifts, alongside more formal documented feedback
Success Metrics
What does success look Like in 90 Days? Colleague should be fully assimilated within the team with strong understanding of their reports and wider team. Should be directing the Saturday shift towards achieving individual and team KPIS.
What does success look Like in 1 Year? Colleague should be consistently evidencing that they are following all relevant people management policies, their team should be compliant and KPIs consistently on target, working towards own personal development.
If this sounds like the opportunity for you, please apply now!
Pay: £15.38-£17.95 per hour
Benefits:
- Casual dress
- Company events
- Cycle to work scheme
- On-site parking
Experience:
- Management: 3 years (required)
Work Location: In person
