Call Centre Manager

Vacancy posted: Tuesday, 20 September 2016

Salary: upto 30k (depending on experience)
Location: Edinburgh

Closing date: 18 October 2016

Market leader, Central Radio Taxis, is Edinburgh's largest black taxi company with a long history and enviable reputation for reliability. The award winning co-operative has over 1100 drivers from the local community, and operate Edinburgh's biggest fleet with over 465 black cabs.

We are currently recruiting for an experienced Call Centre Manger to join our team based in Edinburgh. This is a fantastic development opportunity for a highly motivated, commercially focussed professional.

As Call Centre Manager, you will report to the General Manager and your remit will involve:

  • Manage and support all staff (Team Leaders, Dispatchers and Telephonists), including induction, recruitment and selection, performance and development.
  • Implement and promote the full range of company policies, including absence and disciplinary policies.
  • Effectively manage and monitor staffing levels across all shift patterns, ensuring number of staff required to meet demand, including the authorisation and management of overtime.
  • Monitor staffing costs, including overtime, analysing data against budget figures on a weekly and monthly basis to ensure staffing levels are planned in the most cost effective way and within budget.
  • Monitor and review procedures within the call centre.
  • Provide reports and updates to the General Manager.
  • Prepare and analyse management information to monitor service delivery and performance.

Essential criteria:

  • Previous people management experience within high volume processing environment.
  • Sound financial and cost awareness.
  • Sound knowledge of rostering in a shift work environment.
  • Strong analytical skills.
  • Strong process improvement skills.
  • Experience of project management and delivering change and process improvement.
  • Experience of complaints handling.
  • Proven ability to analyse call centre data and interpret and react to trends.
  • Understanding of equalities and diversity.

Start: ASAP

Salary: upto £30k (depending on experience)

Further information: This is a superb opportunity to drive your career forwards with an innovative, award-winning company. Press the “Apply” now button today before someone else flags this role down.

We respectfully request no speculative calls or CV's from agencies please.

s1 says:

This job has been on the site for more than a week so it may be removed soon. Get your application in now before you're too late!Apply now

About Central Taxis

Central Radio Taxis Ltd is the premier Licensed Taxi operator in Edinburgh and one of the most successful taxi driver co-operative associations in the UK.

As the leading provider to the capital city, we enjoy working relationships with many public sector organisations, corporate clients, leading hotels, transport hubs, leisure facilities, tourists and the general public of the city.

The business has grown organically over 45 years to a fleet of 460 taxis, driven by 1300 members & drivers working 24 hours a day, 365 days a year.

Always a company looking forward, the focus of Central Taxis is to maximise the earning potential of the members & drivers through winning new business, retaining and developing customers and developing complimentary revenue streams such as our Executive Travel, Car Insurance, Bus and Wedding Car divisions.

View all jobs with Central Taxis

Home  ›  Jobs  ›  Call/Contact Centres  ›  Resource Planning  ›  Edinburgh

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