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Contact Centre Manager

Posted 23 March by Benefex Ended

Benefex is a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the UK. To help us on our quest to be the best, we need brilliant people on board and that’s where you come in.

If you have previous contact centre operations experience and fancy joining a workplace which strives to make a difference, moves at lightning speed and is a little bit unique, we'd love to hear from you.

Primary areas of responsibility/key objectives:

Contact Centre Operations

  • Resource management and recruitment for contact centre - Peak periods / Flexible working hours
  • Monitor and maintain client and contact centre SLAs
  • Agent productivity management
  • MI reporting to the business
  • Analysis and understanding of queries coming into the centre by client and benefit
  • Increase 1st line resolution and monitor resolution statistics between lines and departments
  • Feedback to CSMs, CSDs and product team re service improvements
  • Develop Knowledge Tool
  • Develop and support roll out of Online Support
  • Develop and support deployment of new Telephony solution
  • Own and manage continuous improvement opportunities for all contact centre technology - Telephony / CRM / Knowledge / Online Support Module

People

  • Lead and line manage a team of 5 Employee Support Centre Team Leaders directly and indirectly a team of up to 30 call centre agents
  • Complete quarterly employee scorecard reviews for all staff
  • Support team with completion of OKR’s
  • Ad hoc support and operational guidance
  • Quality Assurance and Coaching - Call monitoring / Ticket Monitoring / Case Monitoring / On the job coaching and feedback
  • Training of staff - New starters / Soft skills / Client Schemes / Core/generic / Lesson.ly
  • Manage and resolve senior level complaints/escalations

Minimum level of experience required:

  • Contact centre operations experience is a must - must be able to demonstrate experience in resource management
  • Industry specific experience would be ideal however not essential
  • Experience in Zendesk would be ideal however not essential

Rewards for you:

  • Benefits including 25 days holiday (plus your birthday off!)
  • Healthcare, income protection, life assurance and access to our own award-winning online benefits scheme
  • Great team and innovative office environment
  • A competitive salary

We know that everyone has commitments outside of work, and we don’t want anyone to feel they’re not able to apply to come and work for us based on the hours they are able to work. We have people working all kinds of working patterns here at Benefex to fit around childcare, public transport, and even their Wednesday evening football match! If you’re not looking for full time working hours, then come and chat to us and we’ll do our best to agree a working pattern with you that works for both you and the business. We recognise that great work is all about what you deliver for the organisation… not the hours you’re in the office.

Interested? Please let us have your details. Start as you mean to go on, though: don’t just bore us with a bog standard CV and dreary cover letter which you’ve used 100 times before for every other vacancy out there. We like people who are creative and challenge the norm, so reflect that in how you apply to come and work for us. A CV is useful, there’s no denying that, but make your application stand out from the crowd and do something different. We like different.

Required skills

  • Coaching
  • Contact Centre
  • Customer Services
  • Staff Training

Reference: 34372224

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