Contact Centre Performance Manager

We are seeking a data orientated Contact Centre Performance Manager with strong leadership skills to join our client's customer service team based near Caerphilly. The successful candidate will be responsible for managing the performance of the contact centre, ensuring that all customer interactions are handled professionally and efficiently.

Client Details

Our client is a leading provider of professional services in the energy sector. There is a small team of 15 individuals in the contact centre across inbound, outbound and live chat channels. The business has a national presence and are renowned for their commitment to delivering high-quality solutions for their clients. Based in the greater Caerphilly area, you will have access to free on site parking. The company is a market leader within it's sector and is very well established with 15 strong years in operating in this marketplace. This is a Mon-Fri business hours role.

Description

• Overseeing the daily operations of the contact centre.
• Managing and motivating scheduling agents to adherence performance targets and KPIs
• Developing and implementing strategies to improve the performance of the contact centre.
• Monitoring and analysing key performance indicators to identify areas for improvement.
• Providing coaching and feedback to contact centre staff to enhance their performance.
• Working with the customer service team to ensure that customer complaints and queries are handled effectively.
• Collaborating with other departments to improve customer service processes.
• Completing 121's, performance reviews and providing on the spot feedback to support the delivery of excellence.
• Perform QA checks and provide feedback.

Profile

A successful Contact Centre Performance Manager should have:

• Proven experience in managing contact centres
• Excellent leadership and communication skills.
• The ability to analyse data and use it to improve performance.
• Proven experience in a contact center environment, with at least 2 years managing performance
• Proficiency in call center technology tools, software, dashboards and KPIs
• Demonstrable experience of managing within a highly target-driven customer service setting

Job Offer

• A performance related bonus of up to 10% of base salary, paid quarterly
• £35,000 to £40,000 basic salary.
• 22 Days Holiday, plus 8 days bank holidays
• Company Auto Enrolled Pension - Company Matched contribution up to 3%
• Free parking - Caerphilly

If you have a passion for customer service and the skills to lead a contact centre team, we encourage you to apply for this exciting opportunity.