Salary for contact centre manager

Average salary

3200 £

Basic salary	2100 £
Maximum Wage	5800 £

2100 £
Lowest

3950 £
Average

5800 £
Highest

contact centre manager - How much money do you make working at this position?

The average salary for the contact centre manager position is 3200 £

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Salary in companies

AKKODIS	12000 £	2100 £ 12000 £
INVOLVED SOLUTIONS	10000 £	2100 £ 12000 £
MAJOR PLAYERS	8250 £	2100 £ 12000 £
SF RECRUITMENT	5833 £	2100 £ 12000 £
NATIONWIDE BUILDING	5333 £	2100 £ 12000 £
BLUE SQUARE	5000 £	2100 £ 12000 £
BRITE RECRUITMENT	4583 £	2100 £ 12000 £
SUDALE SEARCH & SELECT	4167 £	2100 £ 12000 £
B&Q	4166 £	2100 £ 12000 £
CHASE RECRUITMENT	4166 £	2100 £ 12000 £

Comment on the job position of contact centre manager

Benefits

mutual
company car

Requirements

end to end project management / delivery
operational project/change management experience
contact centre transformation experience
stakeholder, 3rd party and Supplier management
initial roll out will be in the UK and then Europe - can be managed remotely
PMP, Prince 2 or MSP certified
contact Centre
telephony
contact Centre Manager
service Manager
telephony PM
experience of monitoring/managing contact centre performance
provide strong leadership and guidance for members of the team working on this contract
reducing contract duration whilst optimising customer experience
optimising contact routes to reduce avoidable contact, repeat contacts and improve overall customer outcomes
forecasting contact demand patterns & understanding drivers of contact
developing, implementing and utilising management information to monitor overall effectiveness and optimise end to end contact services
developing contact capacity/resource strategies - multi-channel - webchat / telephony / email
supplier/contract management & negotiating - implementing improvement / rectification plans
proven experience in call centre management or a similar customer service leadership role

Responsibility

contact Centre Digital Transformation Programme Manager - CONTACT CENTRE SPECIALIST
across the business are involved in these initiatives
monitor call volumes, handle time, and service levels to ensure efficient operations and timely response to customer inquiries
monitor calls and provide feedback to team members to improve their performance
conduct regular training sessions to enhance skills and knowledge
prepare regular reports for senior management, highlighting performance trends, areas for improvement, and recommended actions
operations Management: Develop and implement efficient call centre processes and procedures to optimize productivity and customer satisfaction
build strong relationships with key stakeholders to drive cross-functional initiatives and resolve issues
quality Assurance: Implement quality assurance programs to ensure consistent service delivery and adherence to established standards
team Management: Manage and lead a team of call centre representatives , team leaders , and other support staff. Set performance goals, provide coaching and feedback, and ensure the team meets or exceeds customer service / sales targets
stakeholder Management: Collaborate with other departments, such as sales, marketing, and IT, to align call centre operations with broader organisational goals
be the voice of change across all channel partner Contact Centre sites ensuring alignment of key objectives
ownership of channel bi-weekly, monthly & quarterly meetings and reviews with channels
report back changes and opportunities to management in a timely manner to deliver improvements
support the HOO with budget management and forecasting for all activity across each contact centre site for all channel partners
work collaboratively with Head of Field to construct a quarterly plan for field visits & activities that will be deployed
own & produce weekly contact centre dashboard insights highlighting performance, areas of opportunities and actions to change
maintain contact centre estate data file with up-to-date headcount, skill set split and stakeholder mapping
within the role, you will be working closely with Senior stakeholders, Channel managers, Retail operations, Training and Channel partners to devise and execute the mid-long-term strategy increasing brand engagement & consideration amongst agents on and offshore
own and maintain the Contact Centre roadmap holding key stakeholders accountable for delivering change across key channel partners

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