contact centre manager
Responsibility
- co-ordinating, prioritising and scheduling work on a daily, weekly and monthly basis to ensure the optimum achievement of Service Level Agreements
- participation in all relevant ER matters including recruitment, training, development and first stage disciplinary/grievance procedures
- active participation in cross-functional and cross-business project teams, as required, to contribute to the wider success of the Echo group
Show more +4 - ad-hoc duties and activities as requested by the Contact Centre Manager
- leading and developing a customer service team to deliver all operational service and quality targets for the team within financial constraints, whilst promoting service excellence and customer ownership
- ensuring effective communication channels are established and maintained within the team and across the centre, encouraging, receiving and utilising feedback to improve service levels. Effectively implement and deliver team briefing sessions
- active involvement in Personal Development Reviews providing feedback and support to enable staff to maximise their potential and deliver service excellence
Requirements
- GCSE/NVQ Level 3/HNC or equivalent
- graduate level/professional qualification desired but not essential
- proven experience of managing a team in a high-quality inbound call and correspondence handling environment
Show more +12 - knowledge of contact centre technologies and systems
- experience of working within a KPI target-focused contact centre
- excellent communication and interpersonal skills, with the ability to work effectively and influence at all levels of the organisation
- experience of conducting one-to-ones/appraisals and mentoring of individuals
- planning and organisation skills, with the ability to produce high quality work to deadlines
- excellent motivation and time management skills
- strong relationship builder and influencer
- problem solving skills
- embracing and responding flexibly to changing circumstances
- understanding of HR policies and procedures
- numerate and financially astute
- leading from the front
Salary in other companies in the position contact centre manager
| AKKODIS | 12000 £ | 3877 £ 12000 £ |
| INVOLVED SOLUTIONS | 10000 £ | 3877 £ 12000 £ |
| MAJOR PLAYERS | 8250 £ | 3877 £ 12000 £ |
| SF RECRUITMENT | 5833 £ | 3877 £ 12000 £ |
| NATIONWIDE BUILDING | 5333 £ | 3877 £ 12000 £ |
| BLUE SQUARE | 5000 £ | 3877 £ 12000 £ |
| BRITE RECRUITMENT | 4583 £ | 3877 £ 12000 £ |
| SUDALE SEARCH & SELECT | 4167 £ | 3877 £ 12000 £ |
| CHASE RECRUITMENT | 4166 £ | 3877 £ 12000 £ |
| MOTABILITY OPERATIONS | 3877 £ | 3877 £ 12000 £ |