Contact Centre Manager

Contact Centre Manager£40,000 - £44,000 per annumFull, time & permanentHybrid 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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