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Contact Centre Manager

About the Role

We are sourcing for an incredible Housing Association based in Greater London - This Contact Centre Manager role requires the individual to lead a small team and occasionally the full operational delivery. 

You’ll have proven leadership skills with the ability to drive performance through others. This would be a great opportunity for someone who is seeking a fresh, dynamic position and an opportunity to add value. We are seeking an individual who has an exceptional balance between Operations and Strategy as this role will encompass both elements

Key Responsibilities

  • Day to day management of the Operational Team
  • Ensure that SLA’s are consistently being obtained or exceeded
  • Building relationships internally across multi-site operations.
  • Influencing peers and managing pro-active change initiatives
  • Support is provided via the Forecasting and Planning team, and financial team, in the preparation of forecasts and the periodic reporting of actual performance against forecast.  
  • Responsible for relevant contact centre projects budget adherence (and wherever possible, improvement) for the running of the operational contact centre teams.
  • Ownership of various projects to enhance Customer Experience.
  • Contribute to cross functional leadership activities

Required Skills and Experience:

  • Significant experience of operational management in housing association is essential
  • Experience of working closely with key stakeholders and senior management in this friendly hard working environment.
  • Extensive knowledge of contact centre processes and systems, and their impact on the customer experience. 
  • Previous experience of leading and motivating teams to achieve results

constantly on the hunt for the best candidates