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Webchat Operations
Manager
To £35K + Good Package
This is a really genuinely exciting to work on the set up of a Webchat
operation from scratch. Essentially, our Client is looking for an experienced
Operations Manager to set up a sales led Livechat centre to include technology
and people selection. Initially this operation will be about 20 agents
(London/Home Based) strong handling Client dedicated lead generation activity.
Role responsibilities include the following:
Role information:
· Taking ownership for recruiting employees into the team and their
subsequent training
· Working with colleagues to set up operating processes and
infrastructure for the new team
· Managing and improving each individuals' performance through regular
reviews and being responsible for any ad-hoc management concerns that may arise
· Managing the performance of each agent, and the team as a whole, to
achieve retention, productivity and quality targets
· Ensuring performance development needs are met, providing team members
with any support and assistance needed
· Contributing to the achievement of company's strategic goals
· Building morale, team spirit and commitment towards service excellence
for members, department and organization
· Working closely with senior management to ensure continuous
improvement in service delivery to members
· Control of scheduling
· Maintain an efficient contact per hour rate
· Responsible for all data once its on the system
· Client facing responsibilities, ensuring campaign targets are met
In terms of where candidates could come from - you'll have operationally
managed either a Webchat operation or a multi channel centre that has included
a good Livechat element. As above, this is a Sales operation and it's important
that candidates have experience of managing a Sales team in a compliant,
customer led operation. Experience of working for an Outsourcer would be
beneficial but not essential. You will also have managed through Team Leads and
have strong recruitment and training experience. Above all, you'll have the
nous to handle a greenfield site implementation & the ambition to maximise on
opportunities. London.
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