Contact Centre Manager
£40,000 - £44,000 per annum
Full, time & permanent
Hybrid working available
Your new role
- Manage a team of 22 Contact Centre Advisors
- Co-ordinate the diversity of team
- Maintain and evolve key performance indicators
- Support and motivate the team to achieve strategic objectives
- Contribute to the evolution of the call quality process
- Ensure company processes and procedures are always followed
- Identify areas for team development and service improvement
- Recruitment of new team members
- Manage escalated calls and resolve customer queries
- Role model our company values and working styles
- Think creatively to recommend new ideas that could be utilised by marketing for enhancing sales, raising awareness, and improving efficiencies
- Identify, test, and implement all new system enhancements
- Engage with Contact Centre and other functions to promote employee wellbeing, as well as charity and team building events.
- Perform any other duties as reasonably expected
What you'll need to succeed
- Experience managing a large team of contact centre or customer service advisors
- Same or similar industry knowledge (manufacturing, production or retail preferred)
- Innovative and forward-thinking mentality
What you'll get in return
- Competitive salary and hybrid working
- 25 days annual leave + bank holidays
- Private healthcare
- Managerial bonus scheme
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.
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