Contact Centre Manager

Posted 14 March by Ideal Recruit Easy Apply

Contact Centre Manager

East Lancashire

£30,000 Dependent on Experience

My client is looking for an experienced Contact Centre Manager, who will be responsible for the running and overseeing of their expanding centre. They will be responsible for managing the staff, customer contacts that enter into the business, and driving performance and efficiency in line with defined company strategies and budgets.

Duties

  • Recruitment, interviews and induction of new staff . Mentoring, training and continuous improvement of staff through documented 1-2-1’s and appraisals

  • Advocate and drive for the company and the products

  • Staff HR management including payroll, probation, appraisals, absence management, disciplinary and grievance linking in with both internal and external HR partners

  • Effective management of customer contact coverage from the allocation of duties and shift/rota creation including out of hours’ coverage

  • Ensuring that all customer service contacts are on brand linking in with marketing and IT for continuous updates

Additional Objectives

  • The creation and development of departmental processes driving customer experience and sales

  • Leadership and management of pre and post sales customer contact teams, implementing relevant and measurable KPI’s with continuous improvements through measurable actions

  • Management of all inbound and outbound customer contacts over multiple platforms and multi lingual marketplaces in line with metrics maximising sales and profits

  • Continuous improvement of customer outreach and communication through process and automatic communication methods

  • Monitor and develop the departmental strategy to deliver customer satisfaction, profit and loss and efficiency

  • The creation of strategy for customer pre and post sales customer experience

Reference: 34685246

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