contact centre manager
7 the last 278 days, recently 2023-08-29
Responsibility
- job Advert
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- workflow/Process Management
Show more +33 - responsible for management of resource requirements
- responsible for management of resource requirements and recruitment of personnel as necessary
- regularly monitor current work position to make appropriate management decisions to ensure SLAs are met
- regularly monitor current work position in order to make appropriate management decisions to ensure SLAs are met
- monitor and analyse management information, to identify trends - ensuring procedures are updated where necessary
- work with the Front-Line Managers and Performance Coaches to adjust the day’s plan at the morning buzz meeting
- how would you like to work for a company which specialises in making people’s holiday dreams come true?
- operate as part of the Senior Leadership Team to promote collaboration of all teams within Contact Centre and the wider business
- we’re looking for an enthusiastic, driven individual to join our marketing team and be part of that journey
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- rooted in brochures and press advertising, we have demonstrated the ability to scale digital and performance channels since shifting our focus there in late 2019
- people Management
- on back of turbulent years in the travel industry, our business is focused on delivering growth with record sales in 2022- which we have already surpassed this year
- develop and lead a management team at various levels, setting culture and environment to achieve maximum operational effectiveness through the delivery of revenue and quality KPI’s
- lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues
- on back of turbulent years in the travel industry, our business is focused on delivering growth and has started 2023 with record-breaking success, and, with holidays now on many people’s minds, it’s an exciting time to join the Leger Shearings Group
- complete daily, weekly, and monthly Controls and Checks where applicable. Escalate and remediate control failures if and when they arise
- you’d be joining our team, within an exciting period of transformation
- attend planning and variance meetings with leaders to ensure team is prepared for the week ahead and taking on board all lessons learnt from previous week
- communicate the performance development process for your team members, agreeing SMART objectives, providing regular progress feedback
- as the Contact Centre Manager, you will be industry leading in your field, responsible for delivering exceptional business performance through strong leadership and performance management
- accountable for driving significant performance and operational improvements across the Contact Centre through the development of the long-term vision and strategy of the contact centre
- our days are spent turning people’s holiday dreams into a reality – from the first glimpse of the holidays in our advertising, to the fantastic experience on tour and the memories and friends they make along the way
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- attend planning and variance meetings with leaders to ensure the team is prepared for the week ahead and taking on board all lessons learnt from previous week
- you’ll be responsible for ensuring that omnichannel customer contact is answered within agreed timescales by a team who are passionate about providing the best service in the travel industry
- ensure annual leave is managed fairly and appropriately in accordance with business objectives. Ensure adequate cover for team members on leave
- accountable for review and feedback of errors and losses to the business and implementing preventative measures
- continual review of actual vs. budget across a variety of cost lines
- maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis
- our Sales Manager will be responsible for overseeing the daily operations of their operational area
- our Front Line Manager will be responsible for overseeing the daily operations of the operational area
- review skills matrix to ensure it is kept up to date, ensuring there is enough cover on all processes, identifying and remediating gaps
Requirements
- working within a fast paced customer-focused environment
- proven experience of managing a high-volume contact centre with at least 70 heads
- experience of working in the travel industry or customer service role
Show more +34 - proven experience of managing a high volume contact centre with at least 70 heads
- experience of working in the travel industry or customer service role within the a contact centre environment
- proven experience of managing a Contact Centre and first line managers
- excellent communication, engagement, and development of people skills
- experience of achieving KPI’s
- excellent communication, engagement and development of people skills
- ability to engage, in a meaningful way, with senior management
- ability to work well under pressure
- results driven with strong business acumen and understanding of operations
- ability to effectively prioritise, plan and organise workload
- ability to effectively prioritise, plan and organise work load
- working within a fast paced sales manager role within a contact centre
- proven track record of effective resource and performance management
- ability to resolve customer issues in a professional and empathetic manner
- exceptional attention to detail and organisational skills
- strong attention to detail
- strong leadership skills
- exceptional problem-solving skills
- sound interpersonal and rapport building skills
- great change manager
- analytically minded
- outstanding communication skill
- strong ability to communicate effectively
- performing administrative work, such as drafting sales reports
- risk based decision making capability that supports and understands business controls and how to minimise risk of issues & incidents
- overseeing projects or product development
- flexible working approach with infrequent travel and additional hours required
- additional leave for your birthday
- coaching individual employees and training groups
- on call to support management team at weekends
- up to 5 days additional leave & up to £1500 allowance towards a Leger Shearings Group Coach Tour holiday
- leading teams
- managed FTE of 25+
- talking to customers
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