Contact Centre Manager

Posted 19 April by 360 Resourcing Solutions Easy Apply

Our client has an exciting opportunity for a Contact Centre Manager to join their team based in either Birmingham or Coventry. You will be employed on a full time permanent basis working Monday - Friday 8:00 – 19:30, Saturday 8:30 – 16:30 and be offered a highly competitive salary.

Job Role as their Contact Centre Manager

- Achieve budgeted retail hour sales targets and remain within budgeted costs for staff

- Set and achieve performance targets for speed, efficiency, sales & quality

- Manage the inbound service booking calls for Clients within Service Level Agreement

- Manage the outbound calls for CSI, lapsed customers etc.. within Service Level Agreement

- Measure and record statistics, user rates and the performance level of the centre and prepare reports (daily/weekly/monthly)

- Analyse and forecast data against budgeted figures/SLA’s on a weekly/monthly basis

- Maintain up-to date knowledge of industry developments and network progress

- Develop a productive induction programme for all staff incorporating  operational and behavioural requirements

- Ensure that regular reviews are conducted on all contact centre staff for performance & quality

- Create coaching plans for all staff and coach staff to attain higher levels of performance, measure and monitor performance improvements

- Keep staff records up to date at all times complying with up to date legislation requirements, holiday entitlement, maternity pay, back to work forms etc

- Manage staff rotas and to ensure that there is adequate cover at all times based on ongoing analysis of peak periods of inbound calls and outbound calls, inclusive of management/supervisory / agent cover on weekend & Bank Holidays (if required).

- Develop, maintain and issue staff salary records in line with monthly accounts/payroll timeline

- Develop appropriate reward/bonus matrices

Skills and Experience needed to become their Contact Centre Manager

- Excellent customer service skills, experience preferably gained within an after sales or call centre management environment

- Proven success in achievement of targets

- Planning & Organising

- HR skills & awareness

- Analytical & IT literate -Microsoft Office, CDK/Kerridge (advantageous)

- Good ability in coaching of staff

- Commercial awareness

- Report writing

- PDR appraisal management

Benefits of becoming their Contact Centre Manager

- 22 days holiday plus 8 bank holidays

- Auto Enrolment Pension Scheme

- Health Cash Plan

- Career progression actively supported

- Free on-site car parking

If you feel you are the right candidate for the role as their Contact Centre Manager then please click ‘apply’ now! They’d love to hear from you!

Reference: 34942819

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