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Contact Centre Manager

About the Role

The role requires the individual to lead the operational delivery of a relatively large (c. 100 FTE) Operation. This is a relatively straightforward telephony-based call centre operation, handling service, some sales / retentions activity, and a small amount of support.

The company has gone through a significant amount of change over the last 12 months a needs a well-rounded Contact Centre Manager.

Key Responsibilities

  • Day to day management of the Operational Team (100FTE)
  • Ensure that SLA’s are consistently being obtained or exceeded
  • Building relationships internally and drive efficiency
  • Influencing peers and managing pro-active change initiatives
  • This role is responsible for proposing a credible financial forecast based on contractual metrics, customer contact / call forecasts, and headcount requirements.
  • Support is provided, but really we need a self-starter who can run the centre without assistance from senior management.
  • Responsible for relevant contact centre projects budget adherence (and wherever possible, improvement) for the running of the operational contact centre teams.

Required Skills and Experience:

  • Significant experience of operational call centre management experience essential
  • Experience of working closely with team managers to drive the contact centre
  • Previous experience of leading and motivating teams to achieve results
  • Change and Project Management experience

constantly on the hunt for the best candidates