Contact Centre Manager
West Midlands

About the Role

Are you looking for a position that will provide an array of exciting challenges whilst supporting the HO Customer Services in driving instrumental change projects across a multi-channel operation? You will be responsible for providing high quality, customer focused, cost effective contact handling services. Opportunity to work for a growing organisation with excellent career opportunities



  • Actively engaging and supporting the development of your team to ensure better performance;
  • Contribute to the design and implementation of Change Programmes and Projects which impact the contact centre;
  • Carry out regular 121’s, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively;
  • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience;
  • Building and maintaining effective internal and external stakeholder relationships;
  • Identifying and instilling best practice, processes and systems and drive continuous improvement environment;
  • Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved;
  • Ensures service and sales targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery;
  • Review management information and make suggestions, recommendations as to improvements across the contact centre.


 

Required Skills and Experience:

  • Proven management experience of contact centre environments of a similar size;
  • Knowledge of performance evaluation and customer service metrics;
  • Solid understanding of reporting and budgeting procedures;
  • Excellent organisational and leadership skills with problem-solving ability;
  • Ability to think strategically;
  • Able to multi task in a fast paced environment;
  • Experience of analysing and interpreting large amounts of data;

express interest



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