Contact Centre Manager

  • Permanent / Full Time
  • Norwich
  • £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
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