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Contact Centre Manager

Posted 31 January by Hays Specialist Recruitment Limited Easy Apply Ended

Contact Centre Manager Job in Milton Keynes Paying between £40-£48K

Your new company is based in Milton Keynes, and provides support nation wide in the public sector

Your new role will be managing 6 direct reports who are team members but they normally have a group of 50-100 under them. They will liaise with the resource planning team to ensure all phones and roles are covered at all times and monitor the performance. They will coach and develop staff and also manage capacity planning for their peak times where they bring on a lot of temps. There will be a lot of stakeholder management and will have to negotiate with faculties on what work they want done first. The calls that the team take are approx.. 70% new enquiries (looking at courses, fees etc.) and 30% current students (dealing with emotional issues, mental health etc.)

What you'll need to succeed They want call centre or customer service experience ideally across multiple sites. Lots of people management experience and able to analyse KPI's. Working within a similar team size and although they need to have a good understanding of Public Sector they need someone with good commercial mind-set.

What you'll get in return Salary paying between 40-48K 33 Day Holiday, and the opportunity to develop yourself further.

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Reference: 34361362

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