CCP are delighted to exclusively partner with a brilliant established privately owned family business, who are evolving due to exceptional business performance. CCP are partnering with our client as they look to recruit a new Contact Centre Manager. This is a hybrid based role, just outside of Liverpool.
Have you worked as a Contact Centre Manager, in a hands-on, people-focused role?
Do you have experience of managing a customer service multi-channel operation within the retail industry?
About The Role
This role will be overseeing the daily operations of the contact centre, driving people performance with a focus on the people; coaching, developing, mentoring and leading with passion and enthusiasm. The the main focus will be to coach and develop the Team Managers within the operation, to ensure they're able to support the Agents, who in turn will be targeted with delivering exceptional service and experiences to our client's customers.
Hybrid model will be trialed for the first 6 months with potential for this to move to a permanent hybrid position. 3 days on site with 2 days working remotely.
What Will You Be Doing?
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Identify team managers strengths and areas for development.
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Support Team Managers with change management processes.
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Maintain the development of both Advisors and Managers by conducting regular 121's.
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Lead team huddles on a regular basis to help motivate and provide direction.
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Carry out weekly reviews of team performance across the contact centre.
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Carry out regular contact collaboration sessions to ensure consistency across the operation.
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Support Team Managers with regular engagement activities that drive performance, protect employee wellbeing and promote engagement.
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Carry out side by side coaching, feedback sessions, huddles, team meetings, 121's, Performance Improvement Plans and HR related activities.
Salary
This role is paying a basic salary of £45,000 to £50,000 DOE, plus bonus and benefits.
Experience Required
To be considered for this brilliant opportunity, you must have the following experience:
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Leading a contact centre operation with an FTE of 70+
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Experience within the retail industry
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Managing a multi-channel customer service operation
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Track record of developing people, through inspirational leadership
This opportunity is being exclusively recruited for by CCP and is being managed by
Oakley Hodges
If this role is of interest and you feel you have the relevant experience, please apply online and we will aim to respond to your application within 48 hours. If you would like to know more about this exciting opportunity before applying, please email .
About CCP
CCP are experts in Customer Operations and CX recruitment. Our network is vast, and since 2010 we've built an incredible reputation for successfully collaborating with people and delivering great service. We focus on partnering with clients and immersing ourselves in their brand when they're searching for experienced, culturally aligned talent. We're proud to support hundreds of customer centric brands; many instantly recognisable, some lesser-known startups. In addition to searching for talent as a recruitment partner, we also help clients build their candidate attraction and employee retention strategies.