Job Title: Contact Centre Manager
Location: Ashford
Job Type: Fixed term contract - 12 Months /Hybrid working (Minimum of 2 days a week in the office)
Salary: £33,488 - £37,715 per annum (dependent on experience)
We are seeking a dynamic and experienced Contact Centre Manager to join our Ashford based client on a 12 months fixed term contract. The ideal candidate will have a proven track record of managing a contact centre, driving operational excellence, and ensuring high levels of customer satisfaction. The Contact Centre Manager will be responsible for overseeing day-to-day operations, managing a team of customer service representatives, and implementing strategies to improve efficiency and quality of service.
Key Responsibilities:
- Develop and implement contact centre policies and procedures to ensure optimal customer service delivery
- Manage and motivate a team of customer service representatives to meet performance targets and KPIs
- Monitor and evaluate contact centre operations to identify areas for improvement and implement solutions
- Provide coaching and training to team members to enhance their skills and performance
- Analyse customer feedback and data to identify trends and make recommendations for improvement
- Collaborate with other departments to ensure seamless communication and resolution of customer issues
Qualifications:
- Previous experience as a Contact Centre Manager is essential
- Proven leadership and team management skills
- Strong communication and interpersonal skills
- Ability to analyse data and make data-driven decisions
- Experience with contact centre technology and software
Benefits:
- An extensive handover and induction during August 2024.
- An annual salary of £33,488 - £37,715
- 30-33 days holiday, plus bank holidays (pro-rata).
- Membership of a defined contribution pension scheme, with contributions matched by the company (up to 10% of annual salary depending on length of service).
- Free personal Life Assurance (3 x annual salary).
- Flexible working arrangements, including home working.