Contact Centre Manager

Contact Centre Manager

Romford (Travel will be required to another site)

£55,000 - £60,000

This is a key role in the senior management team with the primary purpose of the role to deliver service excellence for customers through engaging and effective management of the Customer Contact teams. You will lead, inspire, and drive the team performance through effective coaching to ensure a first-class service to our clients, client’s customers and also assist our agents in the field.

Deliver both Management and Client led KPI’s to ensure we achieve targets set for the business across a range of activities, and to provide a target driven environment with a high spirit of achievement across the team and wider business.

Essential:

• Extensive experience of leading a contact centre team up to 50 FTE across more than one location and/or home working. (Ideally B2B or B2C).
• Evidence of previous leadership and achieving results through others/driving performance improvement through effective coaching.
• Data savvy and analytical to identify trends in activity.
• Adaptable, flexible, resilient and a champion for change.
• Highly proficient in Microsoft Office, and utilisation of CRM systems.
• High levels of emotional intelligence and strong interpersonal skills.
• Strong communicator and proven ability to inspire, motivate, develop, and support colleagues.
• Direct line management of the Team Leaders and overall responsibility for the team members performance and development.
• Managing the recruitment of staff into the team and ensure that the recruitment footprint matches the team requirements based on the resource planning model.
• Ensure appropriate support and development of the new and existing team members to provide a high performing environment with dynamic capabilities.

Other Information

• This is presently an office based full time role with a competitive salary, pension, and life insurance.
• Travel will be required between different locations (Romford & Nottinghamshire)
• You must not have a criminal record and will be required to undergo a DBS check (Disclosure and Barring Service) and Credit Reference Check.