Contact Centre Manager

Permanent / Full Time
Norwich
Posted 10 months ago
£50,000 - £55,000 GBP / Year

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