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Call Centre Manager
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- Posted By: Astute Technical Recruitment - Portsmouth
- Address:
- Contact: 02392 658210
- Date Posted: 22nd Sep 2008
- Salary: £28000 - £30000 per annum + Bonus
- Location: Portsmouth
- Reference Code: PM01
- Views Since Posting: 44
- Full Description:
Description:
Campaign Manager - Inbound - Call Centre
Portsmouth
28-30k plus Bonus
An inbound sales campaign - order management/order status type of project
Profile
Project Manager - Broadband Order Status & Provisioning
Required Experience:
The successful candidate will demonstrate a minimum of 2 years experience in the industry. This experience should specifically encompass the management of a team and or Team Managers.
Main Purpose:
To manage and co-ordinate a project and project team in order to deliver the client's definitions of success (DOS) and the Companies business needs
Key Areas of Responsibility:
Project Objectives - to identify and delegate the project, team and individual objectives required in order to successfully deliver the DOS and the Companies commercial objectives
Project Planning- to plan the tasks and processes required in order to achieve success, through the development and implementation of project plans and project tools/methodology
Client Relationship - to be responsible for managing or allocating the day to day client contact, in accordance to contact strategy
Project Delivery - to deliver the client DOS, project target revenue at agreed gross profit levels and project objectives within the required timescales and budget
Project Co-Ordination - to co-ordinate ongoing project activity through the use of project plans, holding regular updates with the team, to ensure project objectives are delivered
Allocation of Individual Responsibilities - to align the Companies , DOS and project objectives, briefing the objectives to the project team and agreeing individual responsibilities, SMART objectives and performance criteria
Daily Team Reporting - to be responsible for the day to day reporting and management of the project team members, including support function members
Resource Allocation - to identify the skill sets and most effective human resource required to deliver the DOS, reallocating project members as required, in order to deliver ongoing project objectives
Project Implementation and Briefing - to hold initial project implementation meeting, preparing full client brief and documentation for team members
Invoicing - To ensure the accurate and timely invoicing and minimisation of debtor days
Individual and Team Development - to identify the training and development needs of team members in order to meet project roles and responsibilities
Project Appraisals - to carry out regular individual updates and appraisals in order to review progress against individual project objectives and identify any development needs
Project Measurement - to identify the success criteria against which the project will be delivered, and to monitor achievement of this success providing activity and progress reports on project achievements against the project objectives
Team Quality - to monitor and address individual and the project team quality, ensuring the project is delivered in accordance to required standards
Achievements
Measure of Success
Identify project objectives in line with client DOS
Documented project objectives
Client satisfaction feedback,
Effective and proactive client daily contact
Ongoing review of project objectives with client DOS
Monthly review meeting
Project planning and development of processes
Project plans and process charts
Ongoing delivery of DOS and project objectives
Project review, objective delivery, revenue targets
Ongoing review, update and implementation
Review meeting and objective implementation of project and individual objectives an accordance to DOS
Set individual SMART objectives and review on an ongoing basis in accordance to required deadlines
Monthly action plans, objectives and performance updates
Effective resource utilisation/allocation
Cost/job sheets, project plan, monthly action plans/tetra report
Ongoing team training and development needs analysis
Performance updates, training records
Project progress reports
Monthly progress reports, project plans
Ongoing measurement and reporting of project deliverables
Identified measurement criteria
Regular project team updates
Team meetings and action plans
Project appraisals for team and individuals
Review forms
Delivery of internal DOS
Monthly service level report/margin report
Behaviours
Working together
Initiates communication about specific areas of expertise across the organisation
Establishes and maintains formal and informal communication processes within the team
Puts forward persuasive arguments and negotiates to achieve win-win situations
Identifies and influences others to see the benefit of cross site /functional working
Leading others by example
Delegates project responsibilities and provides support and coaching as required ensuring team commitment to them
Agrees team/project objectives and ensures team members understand and achieve them
Ensures all individual within project/skills team have development plans and are provided with the support to achieve them
Aligns project objectives with team and individual objectives
Building the platform for value added service
Drives and implements the delivery of new services
Creates opportunities for TLC staff to develop new ideas/services/solutions
Acts as one of the leaders of the development of new business initiatives
Recognises input from others, encouraging and building on ideas
Managing and delivering the business
Translates strategic plans into implementation plans
Ensures service requirements are sized effectively and commercially viable propositions developed
Identifies and helps develop new business initiatives for TLC
Agrees and achieves business targets, translating the account plan and DOS into project objectives
Development
Helps set individual performance objectives, providing constructive performance feedback
Identifies individual training and development needs in order to achieve project objectives
Tracks individual progress and performance against objectives, highlighting areas of development
Carries out monthly performance updates with individual team members
Results Orientated
Identifies, controls and influences factors affecting project DOS achievement
Clarifies project objectives and initiates methods and processes to achieve project results
Co-ordinates project activity, monitors progress towards targets and intervenes when necessary
Acts clearly and decisively when targets are threatened, taking timely actions
Analysis and decision making
Demonstrates an understanding of the impact of actions on the team,
Considers the long term consequences of actions before making and implementing decisions
Balances the needs of the company and the client when making and implementing decisions
Thinks in terms of objectives rather than generalisations, making them both clear and realistic
Knowledge
Commercial understanding of client business
Detailed understanding of client DOS and account plan
Knowledge of client strategy, contact strategy, escalation processes
Understanding client tactical and strategic needs
Project processes
Mechanics of delivery
Financial analysis
Skills
Project management processes
Analysis and reporting
Performance management
Planning and prioritisation
Objective setting and action planning
Skills analysis
Negotiation
Influencing and communication
Interpersonal
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