A leading high-profile brand is seeking a highly motivated and driven Contact Centre Manager to join their team in Solihull. This role will be office based with no evening or weekend work.
As the Contact Centre Manager, you will play a crucial role in directing, leading, inspiring, developing, and managing our team of Team Leaders and Customer Service Advisors. Your primary focus will be to ensure that key operational targets and service levels are consistently achieved and maintained.
In this role, you will have the opportunity to highlight your passion, enthusiasm, and energy in driving the performance of our Contact Centre. You will cultivate a culture of customer and commercial excellence, organizational efficiency, and a desire for continuous improvement within your team.
Main Responsibilities:
- Effective management of a contact centre team of approximately 70 full-time employees (FTEs)
- Ability to manage a team, prioritize workloads, and undertake independent decisions without constant referral to line management.
- Identify gaps in team performance, productivity, and quality, and demonstrate the ability to close those gaps through coaching, training, or performance management.
- Build and develop strong customer, supplier, and internal stakeholder relationships, with proven communication experience and the ability to provide/obtain information, seek clarified details, explain and implement policies and procedures.
- Act as the main point of contact for customers and internal management.
- Monitor targets, service volumes, and Service Level Agreements (SLAs) for all operational staff.
- Develop and coach reporting Team Leaders to upskill and improve their performance and contribution to the business and their teams.
- Conduct team briefings, operational meetings, and feedback sessions.
- Proactively identify and resolve issues affecting service delivery.
- Manage the customer journey and complaints, ensuring first-time resolution.
- Coach advisors through challenging calls, utilising experience and knowledge.
Essential Criteria:
Applicants must have operational experience of managing a contact centre with more than 50 Full time employees inclusing team leaders,
Katie Bard is an equal opportunities employer committed to promoting diversity and inclusion in the workplace. Katie Bard is acting as an agency.
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