Contact Centre Manager

Posted 2 February by CCR Recruitment & Selection

Customer Service Team Manager/Contact Centre

Location: Derby

Salary: £35,000 - £40,000

Responsible for coordinating all incoming and outbound calls. Ensuring that first class customer service standards are met, whilst maximising business opportunities.

The Call Centre Manager, will manage a team with responsibility for driving their performance, whilst ensuring quality standards are met whilst demonstrating your leadership skills.

Your key responsibilities:

  • Establish and review performance targets and service levels, identify key trends whilst improving quality and efficiency. Promote company ethos and improve customer retention.
  • Drive and develop quality monitoring to grow core skills and behaviours within the team and measure executive effectiveness
  • Manage and coordinate the activities within the call centre. Ensuring customer enquiries are accurately recorded and responded to promptly and efficiently.
  • Ensure promotions and procedures are regularly reviewed, updated and communicated effectively.
  • Produce timely management information that accurately monitors all customer service activities.

Person specification

  • Contact centre/team Set-Up Experience is essential
  • Previous Call Centre management and or coaching experience
  • Proven track record in driving results
  • Proven track record in motivating a team
  • Excellent time management skills
  • Good knowledge of Excel, Word, PowerPoint and Outlook
  • Excellent communication skills both verbal and written
  • Ability to communicate effectively at all levels both internally and externally

Required skills

  • Call Centre
  • Contact Centre
  • Customer Satisfaction
  • Customer Service
  • Contact Management

Reference: 33777375

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