Job summary

The Call Centre is located within the City Centre, Liverpool. 15 members of staff are employed throughout the Call Centre Operation. The Call Centre runs 24 hours a day 365 days a year.

The Call Centre Manager role is central to ensuring the efficient and professional day to day running of the call centre and to be the first point of contact for all staff.

The role is hands on and will require taking on call taking and/or operator duties at high volume times to assist your team.

Main Responsibilities

• Ensuring consistent improvement through training of staff.
• Strengthening processes for efficient staff communications around new ways of working, new accounts, promotions, policies and processes and ensuring those communications reach all staff across all shift patterns.
• Hiring and training of new staff.
• Rotas, dealing with staff sickness/absences/holiday requests.
• Reporting of KPIs across all staff/shifts, call monitoring and supporting staff to consistently improve.
• An absolute comprehensive understanding of the Autocab booking & dispatch system is required, training on the AutoCab system can be provided but a background in Taxi operations is essential.
• Autonomy will be given in arranging own shift patterns, but these will need to be planned due to the needs of the business, to ensure you have face to face contact with all staff across the operation and flexibility will be required for short notice changes.
• The Call Centre Manager should ensure everyone in the team receives regular and effective performance reviews and that appropriate support is provided when personnel fall below agreed standards. To take appropriate corrective action if sub-standard performance persists.
• To deal appropriately with all HR processes including incidents of misconduct and poor performance by personnel in the Call Centre in line with the Company's disciplinary procedures
• To ensure the provision of staffing levels and skills that effectively meet the hour by hour forecast call levels.
• To ensure that customers are kept informed of the status of their booking when running late/and that telephone calls are been answered by all when calls are waiting;

• Take immediate action when system & telephony failures occur.
• Take remedial action when operations fail to meet agreed service standards.
• To ensure complaints are dealt with appropriately and in a timely manner
• To liaise effectively with other departments within the company in regard to day-to-day service delivery issues.

Projects and Planning

• To participate in the draft of the annual budget for the Call Centre and control it effectively.
• Medium term planning for special events, and busy periods in the Call Centre year.
• Participate in production and the implementation of plans necessary to support the introduction of new technology, processes, and products within the Call Centre departments.

General

• To represent the company at all times in a fit and proper manner, maintaining the required personal standards of dress, presentation, and attitude at all times.
• To communicate in an efficient and professional manner with the rest of the team and display good communication skills and planning.
• To always maintain the company confidentiality.
• To promote the continual improvement of operations in the Call Centre.
• To comply with the Company’s health and safety policy and procedures and to ensure that all accidents and reportable incidents are promptly and correctly reported.
• To undertake such other suitable tasks as may from time to time be required.

The above list is not exhaustive.

Essential Criteria

• A sound working knowledge of the taxi business.

Competencies & Skills (Delete those which do not apply/add more if required)

Excellent written and spoken English with the ability to communicate clearly and at all levels;

• Ability to operate as a team player.
• Ability to work well under pressure.
• Excellent interpersonal and organisational skills.
• Ability to use initiative and identify solutions when a problem or difficult situation arises.
• Must be able to demonstrate credibility to build professional relationships with employees and managers.
• Discreet when managing confidential matters.

• Ability to collate and interpret statistical data.
• Must be a team player and willing to develop others to increase team and individual performance.
• An understanding/appreciation of the service requirements and the management of day to day operational issues;
• Ability to influence and persuade key decision makers;

• Must be a team player and willing to develop others to increase team and individual performance.

The Equality Act

Metroline is an equal opportunity employer and all qualified applicants will receive consideration for employment with due regard to legal obligations for protected characteristics i.e. age, disability, marriage and civil partnership, gender reassignment, pregnancy and maternity, race, religion and belief, sex and sexual orientation.