Our client a market-leading outsourced call-centre requires a French/English and a Spanish/English Programme Manager for a leading IT player.

The Programme Manager is the first line manager for agents and responsible for day-to-day activities. As part of the Client Services team the Programme Manager is responsible for retaining and developing clients through quality delivery of programmes.

KEY RESPONSIBILITIES

1. The specific requirements of this role include:
a) Generating revenue profitably for our client by management of programme associated costs
b) Supporting the CS management / Account team to deliver programmes
c) Being accountable for the running of tactical programmes for certain clients
d) Managing all quality aspects of delivery, in particular data entry
e) Managing the team / agents aligned with managers and the business requirements
f) Reporting activity and results against programme objectives clearly and on time
g) Responsible for identifying and then implementing improvement actions
h) Manage and support the telemarketing staff to generate quality results, through building up their confidence, motivating them to work and improving their skills
i) Drive the successful completion of telephone marketing projects from the initial hand-over and brief from the Account Manager through to the final reporting. The programmes are to be carried out on time, to quality and with the achievement of the desired result
j) Communicate with Senior Management, Client Services Management & clients on matters concerning the successful delivery of the projects and work in partnership with clients towards the common goal of successful project delivery i.e; deliver agreed results, within timescale and budget

a) Follow and enforce defined processes
b) Project related (e.g. Staff requisition, IT request / Company wide (e.g. time sheet system)
c) Apply the "48" hour focus
d) Review programmes on a regular basis using the structured approach
e) Have detailed contract knowledge of client proposition, features, advantages and benefits
f) Drive activity and be responsible for team call times
g) Follow defined quality standards for data entry and checking
h) Make an impact on new and existing agents performance through effective coaching, measurement and monitoring (including input into agents monthly assessments)

i) Proactively assess campaign shortfalls and implement workable plans for addressing issues
j) Follow defined complaints and escalation procedures
k) Cover for Account Manager when necessary
l) Acts consistently in a professional manner and as a role model to all staff
m) Shows a commitment to personal development and career progression
n) Will align with, and work with, all levels of internal managers as a team player to drive the company to be successful.

3. Staff Management
a) In conjunction with the Recruitment Manager, to recruit the 'right people, for the right jobs at the right time'.
b) To conduct regular and timely performance reviews including setting objectives, reviewing progress, identifying training needs and career objectives.
c) To mentor and develop staff, ensuring training needs are fulfilled including ensuring new employees receive all necessary induction training promptly. In addition, to work positively and proactively to help the company maintain the IiP award.
h) To ensure the health and safety of all staff

Programme Managers will be regularly graded against key criteria. The following factors will become part of the assessment process (refer to full assessment document and assessment sheets).

1. Understands & Grows the Business (e.g. follows policies & procedures, delivers programmes within budget, monitors all costs associated to programme - time sheet system, is billable to client)
2. Service Orientation (e.g. client feedback and retention, quality checks all data input and returned to client)
3. Problem Solving & Rational Decision Making (e.g. communicates problems and offers options for solutions, seeks advice)
4. Planning & Monitoring for Results (e.g. managing delivery process to hit and exceed productivity and results targets)
5. Staff Management (e.g. positive working relationship with staff, manages and motivates staff to hit targets)
6. Communicating & Influencing (e.g. confident, clear, accurate and regular communications to all levels)
7. Personal Development (e.g. Seeks opportunities to learn new things and develop skills)

Contact details

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