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Contact Centre Manager - Operations

Posted 7 February by CCR Recruitment & Selection Easy Apply Ended

Job Title: Contact Centre Manager

Salary £50,000 - £60,000 = Excellent bonus and benefits package


Job Brief:

  • To act as the main point of contact for the UK Inbound Contact Centre
  • Lead the day to day operations, of that site, to ensure customer & business KPIs are met.
  • Provide leadership and direction for Management and Co-ordinators within the contact centre.
  • To ensure strict adherence to corporate policies and procedures and provide continuous improvement & evaluation of internal and external procedures and processes.

Job Tasks:

Key objectives include:

  • Contribute to a consistent, customer centric culture across the contact Centre
  • Ensure that, on a day to day basis, Centre requirements are met
  • Work with internal and external resources to instil a culture of customer resolution
  • Ensure the Contact Centre contributes to the meeting and exceeding of all KPIs and SLAs
  • Ensure all staff within the Centre are supported with systems, processes, procedures and training they require to fulfill their roles
  • Attend various reviews on request
    • Ensure that all contract reports are produced in the correct format and issued within agreed timeframes
    • Work with the Resource Planning Manager to ensure the Centre resources are aligned to work volumes, suitable shift plans are in place and maximum efficiency is driven through.
    • Determine a recruitment strategy which delivers appropriate quality & quantity of new employees as necessary to meet resource plans whilst within budget parameters.

Key Responsibilities

  • Liaise with the training manager and Supervisor/Team Leaders to identify, plan and evaluate training requirements for all staff
  • Develop quality measures.
  • Develop customer satisfaction & feedback (i.e. surveys)
  • Help resolve complaints and complete full analysis with recommendations

Key Responsibilities cont.

  • Monitor & evaluate performance against KPI/SLA targets
  • Ensure call handling performance indicators are measured and evaluated (i.e. speed of response, abandoned calls etc.)
  • Deliver appropriate management reporting as required
  • Work closely with the Supervisors and national staff to ensure service deliver is maintained and delivered to the meet and exceed contract SLA’s and KPI’s
  • Investigate all complaints / service delivery issues and implement necessary solutions
  • Develop performance management tools across the centre
  • Encourage team briefings, focus groups and projects to ascertain ways to make continuous improvements
  • Encourage 'best practice’ - on-going review of policies and procedures
  • Makes procedural recommendations for issues concerning staff and service delivery

The Person

The successful candidate will have strong customer service and operational skills together with a proven track record in service Centre / contact Centre leadership. They will be assertive, able to work on their own initiative, develop processes and procedures, maximize performance and lead by example. Previous people management in a similar environment is essential.

Experience / Essential

  • Minimum of 5 years’ previous Managerial experience
  • Contact / Service Centre Management experience
  • Understanding of Resource Planning
  • Good level of administration and organisational skills
  • Certificate/Diploma in Management or equivalent

Required skills

  • Call Centre
  • Contact Centre
  • Customer Service
  • Management
  • Service Delivery

Reference: 34312498

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