EXPERIENCED CALL CENTRE TEAM MANAGERS REQUIRED.
ReadHide full description

Oxford

Sorry, this ad is no longer available.

The Phone Room is celebrating 15 years of telephone fundraising. Due to continued success and growth we require experienced Team Managers to work within our call centre. Managing a team of 10/15 Telephone fundraisers you will be experienced in motivating and team building together with a clear focus on strategy and results.
We operate a 7 day operational call centre working up to 9pm weekdays and 6pm Sat & Sun.
Working a 5 day week with 1 weekend off in 4 including 9pm finishes and a mix of 10am & 11.40am starts.
Please see description below
ONLY EXPERIENCED TEAM MANAGERS NEED APPLY.

Job Title: Team Manager

Reporting To: Senior Call Centre Operations Manager

Staff Reporting: Team members

Salary: On a scale from £18,000 to £25,000 according to experience

Role Purpose: The purpose of the role is to lead a successful and effective fundraising team to create both loyal fundraisers and long term clients. You will need to ensure that your fundraisers are achieving their targets by having conversation with a purpose which in return will raise money and build strong relationships with our clients and their supporters.

Key Responsibilities:

People

Ensure a smooth running, effective and efficient fundraising team through effective management and planned scheduling for your team
Support the recruitment/training and development of both yours and your colleagues fundraising teams - this will include supporting with the induction of new starters within the team and ensuring that they understand all the relevant policies and codes of conduct.
To monitor quality and performance through regular coaching/call monitoring and feedback sessions which will be measured against the fundraisers individual objectives.
Identify areas for improvement and personal development through monthly one to one meetings and personal development plans.
Responsible for the effective use of the TNA system/ monitoring absence and sickness within your team in line with the company standards

Campaigns/Client

Ensure that all caller performance is monitored to meet the high standards required by our clients.
Produce reports/updates on your teams performance and report this to your line manager/Client Services on a regular and ad hoc basis when required.
Be responsible for the management of call centre systems and data management for your team/campaigns.
Work closely with Client Services to help support and develop the campaign material to ensure that the campaigns meet/exceed the clients expectations
Demonstrate a thorough understanding of your clients/campaigns by attending regular client briefings and site visits (both inside and outside of TPR) so that you fully understand what is required in terms of campaign type/audience and targets.
Market awareness - Be aware of what is happening in the outside world and share best practice
To ensure effective campaign management you will be required to do a number of hours of calling per week on your campaigns.

Other Responsibilities:

Attend regular planning meetings/weekly whats up and whats coming up
Develop strong working relationships across all teams of the business
Support/contribute to the effective development of The Phone Room
Ensure confidentiality for the company, its clients and their supporters.

This job description is not exhaustive and other duties may be required and added from time to time.

PLEASE APPLY WITH A COVERING LETTER AND CV