Contact Centre Manager
SALARY – £50-£55,000 PLUS BENEFITS PACKAGE
BASED – Birmingham (Hybrid Working Available 2/3 days home/office based)
6 Month Initial Contract
My client is seeking a Contact Centre Manager to run their Central Support Contact Centre based in Norwich. They are currently going through a period of growth and therefore require a strong leader to support them in the management of their Contact Centre that supplied and supports essential services to customer across the UK.
- Monitoring business ensuring business objectives are achieved.
- Management of up to 100 FTE via a team of Managers and Team Leaders.
- Be focal the point for customers providing outstanding engagement to all customers and internal stakeholders.
- To ensure agreed budgets are delivered on a monthly basis.
- To achieve and exceed operational KPIs, develop operational procedures, policies, to ensure that the business is operationally fit to deliver best in class services.
- To ensure quality standards are at the forefront at all times delivering a world class and industry leading service to all who engage with the contact centre.
- To ensure the business is fully optimised in terms of resource and capacity planning.
- To effectively manage the Operations Manager, Team Leaders and Resource & Capacity Planner
- Ensue that all aspects of the control centre deliver in line with contractual and quality standards.
- Sponsor and lead major change projects in the Contact Centre.
- To constantly review the above to ensure the business is re-engineered where appropriate whilst ensuring employee engagement is best in class.
- Ensure all contact centre services are delivered with compassion, empathy, and respect for the customers needs and preferences.
- Lead and implement rigorous training programs for staff to ensure they are well equipped to provide high quality telephone support services.
- Monitor and evaluate the performance of telephone support services regularly to identify areas of improvement and implement corrective actions.
- Maintain strict confidentiality and data security protocols to protect the privacy of customers and their sensitive information.
- Foster a culture of continuous improvement and professional development among staff to stay updated on the latest telephone handling technologies and best practise.
EXCELLENT OPPORTUNITY !!!
Job Types: Full-time, Fixed term contract
Contract length: 6 months
Pay: £50,000.00-£55,000.00 per year
Benefits:
- Company events
- Company pension
- Free parking
- Life insurance
- Private medical insurance
- Work from home