Contact Centre Manager

Posted 20 February by Cactus Search
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I am currently recruiting for an experienced Contact Centre Team Manager ideally with a financial services background to join a rapidly growing, dynamic and forward thinking business.

Hours of work Mon - Sun (6am-11pm) On a rotational shift basis

Salary: NEGOTIABLE DOE

Leading a team you’ll play an essential role in delivering a world class customer service experience to our clients customers. You will use your leadership and organisational skills to build, train, support and develop a high performing and motivated team of Customer Service staff.

Reporting into the Senior Operations Leader you will have the following key Responsibilities:
  • Contribute to the development and implementation of the customer services model
  • To work with the planning function to ensure staffing is adequate for the needs of the business across the multiple shifts
  • To actively ensure the processes, objectives and strategy within customer services facilitate growth, increased productivity and cost efficiency.
  • Lead, support and inspire your agents to deliver exceptional customer service, assign key tasks and responsibilities, set objectives, monitor performance and review on a regular basis.
  • Exceptional attention to detail with a high degree of accuracy with an ability to deliver business plans.
  • Coach and develop Customer Advisors in exceptional complex customer queries

The successful individual will have experience of heading a team in a Contact Centre operation ideally have either Customer Service Management, Contact Centre Management, Complaints Management or are from a Regulated / FCA Background, we are unable to consider anyone who doesn’t have a background in Contact Centre leadership.

Please contact Kelly Bristow DDI.

Reference: 39789133

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