We are working with a well know brand whom are looking for an experience Contact Centre People Leader for their site in the South West.
Working on site on a shift rotation (Can be discussed & example plan shared) On call/operational coverage requirement 24/7.
We have a vacancy for an enthusiastic and focused People Manager to join our clients busy, vibrant team. The successful candidate will be motivated, resilient, organised, high calibre and dedicated to delivering a great service - If you have previous team manager experience, get in touch!
About the role:
- Lead the CC team to meet and exceed business objectives, service targets corporate goals including operational metrics, quality, customer satisfaction, client satisfaction, and absenteeism and attrition.
- Responsibility for operational processes & overall delivery & business performance
- Continually review and monitor work performance of all advisors against agreed KPI's, ensuring that calls are handled professionally.
- Support the completion & circulation of all reporting to the customer/ clients as per the contractual requirements.
- Maintain regular communications and feedback, ensuring accurate and timely communication of any client/campaign issues to Senior CC Manager.
Who are we looking for?
- Evidence of effective interpersonal, coaching and leadership/supervisory skills.
- Previous Team Leading / Managerial experience is essential.
- Reporting, Operational and Analytic skills.
- Planning & Logistics experience
- This role requires LEVEL 2 DBS clearance
- Previous experience working in a call centre environment is essential.
- Excellent verbal and written communication skills.
- Good numeric and verbal reasoning skills.
- Effective problem-solving skills.
- Performance management skills and experience.
- Client/customer management skills
Please get in touch with