Centre Manager Job Description

Centre Manager Job Description

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Centre manager provides management of network operations across multiple technology domains (Voice, Video, Data, Call Center, and network applications).

Centre Manager Duties & Responsibilities

To write an effective centre manager job description, begin by listing detailed duties, responsibilities and expectations. We have included centre manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Responsible for managing and leading an effective and cohesive Inbound Team which can work towards the target
Lead, develop and motivate direct reports ensuring continuous improvement through regular team sessions
Ensure all direct reports are regularly appraised, and have clear career and individual development plans
Manage appraisals, disciplinary, grievance and performance management procedures of direct reports
Actively promote a positive open, honest, and effective working environment where all staff is valued, accountable and contributing to the team’s success
Ensure a high level of morale and productivity
Provide prompt and efficient technical support for all Data Center environmental systems
Provide regular update on data center infrastructure utilization for accurate forecast and capacity planning as it concerns space requirement and availability, power infrastructure, network and power cable infrastructure and available cooling
Raise/Generate Data Center Change request, Routine preventive maintenance request and space allocation for new installation of any devices/equipment/server/storage/switches etc in the Data Center
Constant monitoring of incidence occurrence and approved change implementation for seamless delivery with zero down time as priority

Centre Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Centre Manager

List any licenses or certifications required by the position: NPLQ, ITIL, BOMA, IREM, CPM, PMP, IOSH, PSP, CPP, CCIE

Education for Centre Manager

Typically a job would require a certain level of education.

Employers hiring for the centre manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Business, Education, Engineering, Business/Administration, Management, Marketing, Hotel and Restaurant Management, Technical, Leadership, Finance

Skills for Centre Manager

Desired skills for centre manager include:

Production management
Technical and business concepts of a number of related applications areas
SAP
Data Center ecosystem
Drivers and pathways
Excel
Health and Safety procedures/legislation
How to price service lines
NHS environment
Network architecture and protocols

Desired experience for centre manager includes:

A flexible approach to work, hours of work, and be prepared to work additional hours from time to time
Partner with Functional teams on HR Projects (Taleo etc), and Technology teams on PeopleSoft
Customer service background (internal or external customers)
Background in networking, IT management, electrical distribution systems
Directs a work team of Technical & Support personnel who are responsible for the repair of customer service failures for all advanced voice and data and integrated telecommunications products & services for small, medium and large corporate business customers
Accountable for ensuring the team meets or exceeds key performance and process measures consistent with our customers’ needs within a competitive environment

Centre Manager Examples

1

Centre Manager Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of centre manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for centre manager
  • Conduct regular performance appraisals and support the development of team members though effective development plans, delegation of additional responsibilities, effective liaison with KIQM team, etc
  • Continually develop an open culture within the department – providing clear objectives, facilitating regular constructive and developmental feedback, ensuring high performance is recognised and under-performance is addressed
  • Work closely with peers to ensure resources are allocated to best effect and to proactively identify and act on opportunities to continually improve our service, efficiency and working environment
  • Ensure continued regulatory compliance within the Contact Centre, via Overseeing resolution of incidents / breaches and significant or escalated complaints in accordance with guidelines
  • Regular liaison with internal Compliance team
  • Overseeing audits / reviews as required, FCA Arrow visits, Depositary Audits, Compliance Monitoring Reviews, etc
  • Liaise with the broader business
  • Lead and support significant business improvement initiatives within the Contact Centre and across the business as required
  • Production of high quality documented processes and procedures
  • Positive feedback from inspectors on the facilitation of the inspections
Qualifications for centre manager
  • Create and send Major Outage Notifications via email to various distribution lists
  • Participate in Major Outage or critical issues conference calls
  • Manage and review staff schedules for the CEP technician team
  • Audit tickets and create WEBRCA to drive service improvements
  • Load management using the following tools
  • Experience of managing complex data centres
2

Centre Manager Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of centre manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for centre manager
  • Develop and maintain a sales targeted and results driven culture
  • Lead the Customer Services Team to resolve after sales issues and act as an escalation point for Customer Service enquiries
  • Consistently review the departmental processes, software and tools to ensure all are fit for purpose and add value
  • Ensure that scheduling of Contact Centre staffing levels are in line with company business objectives, reviewing opportunities to increase productivity and cost efficiencies
  • Oversee the planning and delivery of a comprehensive Training Plan for the Sales and Customer Services departments whilst ensuring effective ongoing coaching is conducted to maintain these skills
  • Ensure your managers and business areas are continually driving efficiencies whilst achieving and exceeding their goals
  • Build and maintain internal relationships across our organisation and be able to represent the views and needs of the department in wider operational activities
  • Create a culture of belief in employees in that everyone can make a difference, by empowering staff, giving them a voice through feedback and forums to add value
  • Deliver initiatives off the back of results from trend analysis to reduce costs and increase customer satisfaction and experience
  • Establish and maintain a target and results driven culture and ensure individual performance is monitored and regular feedback takes place to continually improve performance
Qualifications for centre manager
  • Strong iSeries technical knowledge
  • Knowledge of Data Centre industry trends
  • Proven track record in strategic thinking and leadership management, preferably in the Data Center environment
  • Preferably hold the IOC qualification (formerly known as IAQ), or must be prepared to obtain this within two years
  • Previous experience of managing in a contact centre environment within the Financial Services industry
  • Experience of managing significant change / service improvement projects
3

Centre Manager Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of centre manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for centre manager
  • Ensure the cost-effective and efficient running of the Contact Centre through controlling your budget, including monitoring and reporting on all costs
  • Ensure management reporting is delivered in a timely manner where evidential data is produced to support set KPI’s and budget
  • Increase motivation through feedback, coaching, visuals and incentives
  • Promote employee engagement through contact centre wide activities and events
  • Can demonstrate experience of continuous improvement in a contact centre environment
  • Strong understanding and working practice of employee law and HR processes and procedures
  • Experience of introducing and maintaining service level agreements and measuring departmental performance against agreed key performance indicators
  • Experience of managing a budget and the financial models
  • Skilled in resolving customer issues and managing conflict
  • Proven track record of Resource Planning delivery within a Contact Centre environment with specific experience with working with multi skilled staff desirable
Qualifications for centre manager
  • Sound knowledge of HR policies, including a basic knowledge of employment law
  • Directs a work team of Technical and Support personnel who are responsible for the repair of customer service failures for all advanced voice and data and integrated telecommunications products and services for small, medium and large corporate business customers
  • Responsible for the coaching and development of Technical and Support personnel and is accountable for the administration of Collective Agreements
  • Excellent communication, leadership and decision making skills
  • Experience of producing high quality operational management analysis, data, statistics, forecasting and management information
  • A working knowledge of workforce management systems with specific experience with EWFM being highly desirable
4

Centre Manager Job Description

Job Description Example
Our company is searching for experienced candidates for the position of centre manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for centre manager
  • Experience of working in a reactive, fast paced environment
  • Apply your expertise to deliver a superior client experience and meet Client Service Commitments
  • Champion Observational Coaching Routines for the Centre and provide effective feedback to Centre management teams and employees to reinforce importance of “client top of mind” at all times
  • Leads efforts to prioritize, assess and address client escalations and take action to continuously improve the end to end client experience
  • Encourages employees to uncover innovative ideas to improve efficiency and effectiveness
  • Champion revenue growth by reducing revenue leakage and focusing on opportunity spotting
  • Build internal and external networks to capitalize on business opportunities and sales/service efficiency and effectiveness
  • Be responsible for operational risk for the Centre and ccoach management team to take appropriate action to close gaps identified
  • Provide oversight of Delegated Lending Authorities within the Centre, maintain own DLA primarily for Escalations
  • Ensure Centre employees adhere to Global Information Risk Management framework and Global Compliance mandated policies and procedures
Qualifications for centre manager
  • Address and resolve risk related issues, ensuring swift resolution within acceptable time frames
  • Apply your change leadership, communication and decision-making skills to supporting employees through change
  • Champion Performance Enablement program in the Centre and provides clarity on Centre goals and objectives
  • Conduct employee development reviews, career coaching and recognition of strong performance
  • Provide effective coaching and feedback relative to performance against mandate responsibilities and STI goal results
  • To hold 121’s and performance reviews
5

Centre Manager Job Description

Job Description Example
Our growing company is looking to fill the role of centre manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for centre manager
  • Create and distribute a monthly newsletter, in partnership with the client’s marketing team
  • Arrange and chair quarterly tenant meetings
  • Manage enrolments for all trainings within the hub
  • Ensure trainings aren’t over booked
  • Advise if enrolments are low within the agreed time frame
  • Maintain an accurate record of training enrolments
  • Book the training facilities within the training centre and according to the training requirements
  • Support in organizing training activities outside of the training centre within UAE
  • Coach and support all markets within the hub on competence development
  • Administration support for all trainings held in CDC Dubai with enrolments, visas, hotel bookings, transportation, gate pass and catering
Qualifications for centre manager
  • Knowledge of Ticketmaster related applications (desirable)
  • Possess initiative, drive and ability to work independently in a team
  • Good numerical skillsCurrent understanding of CCMA
  • Experience of dealing with important stakeholders councils, potential development partners
  • Makes good decisions in a timely manner, based upon a mixture of analysis, wisdom, experience and judgment
  • Keep active control of necessary timing and reminders for participants (enrolments, cancellation, set up preparation, visas ) for all trainings held within the hub

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