Outbound Manager

Location:	Green Point, Cape Town, Western Cape, South Africa
Job Type:	Permanent
Posted:	11th Jan 2012
Closing Date:	8th Feb 2012
Posted By:	SpeakUp Communications
Details:
Outbound Manager OVERVIEW : •Set monthly targets with Head of Department •Manage, Assess and Report on the Overall Performance, Quality, Productivity in line with agreed performance targets and levels •Responsible for the training, coaching and development of all agents •Reporting feedback •Supervision of service levels •Prepare and run meeting •Ensure smooth shift agent management •Handle personal workload KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: •Min 2 years outbound experience, within a contact centre environment •Min 3 years management experience •Ability to work under pressure •Ability to multi task •Advance computer literacy in word, excel, power point •Leadership skills •Presentation skills •Problem solving skills •Excellent written and verbal communication skills •Conflict handling skills •Excellent time management skills MANAGEMENTL: •Setting and meeting performance targets •Planning and managing change; •Managing the daily running of the call centre; •Liaising with team leaders, Agents and Managers and resolve issues; •Ensure weekly one on ones are completed, and recorded with each management team •Maintaining up-to-date knowledge of industry developments, product launches and involvement •Monitoring calls to improve quality, minimise errors and track operative performance; •Manage the overall quality of work in line with the QA compliance policy and procedures •Planning and developing staff recruitment liaising with HR staff and management •Developing and reviewing the performance of all staff, in line with agreed targets and KPI's, identifying training needs and planning training sessions; •Recording statistics, and the performance levels of the centre and preparing reports; •Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes; •Maintain discipline, recommend and administer corrective action according to policy and procedures and initiate all initiate disciplinary action in accordance with HR •Manage all aspects of attendance, leave requests and sick leave •Developing, implementing and reviewing core responsibilities and tasks; •Compiling and analyzing and interpreting reports to assist with the overall performance of the contact centre •Participate in the implementation and development of new process to benefit the overall performance of the contact centre If you meet all of the above requirements and have the relevant experience required, then we would like to hear from you. Please send your CV.

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