Contact Centre Manager

Posted 19 September by Artis Recruitment
Easy Apply Ending soon
Artis Customer Contact are pleased to be supporting this growing national brand as it goes through a significant period of change, while seeking an experienced Contact Centre Manager to lead and further development a team of customer service advisors. They are looking for a driven individual who is experienced at delivering exceptional service performance, where the customer is always at the forefront of decision making.

You will be a competent and consistent contact centre manager being able to use this structure/ platform to ensure your teams have been able to achieve team SLA, KPI's and Contact Centre operating targets

Your responsibilities will include:
*Create a service culture through continuous improvement driving efficiency and quality in your team and wider contact centre environment.
*Lead and empower the contact centre advisors to ensure they are operating at their full potential though delivering coaching and mentoring.
*Drive the process improvement agenda to ensure improvements to service and quality.
*Deliver strong forecasts to enable forward planning and ensure the correct allocation of resource.
*Continuously monitor MI to ensure you are on course to outperform against strategic plan and ensure any changes are made are understood and managed effectively.
*Ensure compliance within legislative framework with all complaints and breaches.

Essentially you will be able to demonstrate experience in

*Team management experience within a contact centre environment.
*Ability to lead, coach and develop people to ensure an increase in individual performance.
*A good understanding of process improvement that can improve service, quality and efficiency.

This is an exciting opportunity for a highly motivated contact centre team manager to truly put their mark on an operation and in return be given the opportunity, support and encouragement to develop your own career further.

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Required skills

  • Communication
  • Complaints
  • Contact Centre
  • Leadership
  • Team Management
  • Quality
  • Development

Reference: 36150311

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