Contact Centre Manager

1 week ago

Elland, Calderdale, United Kingdom Sayjo Recruitment Ltd. Full time £34,000

Sayjo Recruitment Ltd are acting on behalf of a client to recruit a

Call Centre Manager

for a busy contact centre in Elland, HX5

Managing 100+ contact centre agents with the assistance of 5 team leaders.

Purpose of the Role/Role Overview:

The primary purpose of a Call Centre Manager is to oversee and manage the daily operations of a call centre, ensuring that the company meets its service goals and maintains high levels of customer satisfaction. This role is critical in driving efficiency, performance, and customer service excellence. Here are the key purposes of a Call Centre Manager:

Overall, the Call Centre Manager plays a vital role in ensuring that the call centre operates efficiently, delivers high-quality service, and meets the company's strategic objectives. By focusing on operational efficiency, customer satisfaction, team leadership, and strategic planning, the Call Centre Manager helps the company achieve its service goals and maintain a competitive edge in the market

Operational Efficiency:

Resource Management: Allocate resources effectively to handle call volumes and maintain service levels.

Process Improvement: Continuously improve call centre processes and procedures to enhance productivity and reduce operational costs.

Technology Utilisation: Implement and manage call centre technologies to streamline operations and improve efficiency.

Customer Satisfaction:

Quality Assurance: Ensure that customer service standards are met by monitoring interactions and providing feedback to agents.

Issue Resolution: Handle escalated customer complaints and issues, ensuring timely and effective resolution

Customer Experience: Develop strategies to enhance the overall customer experience and increase satisfaction.

Team Leadership and Development:

Team Management: Lead and motivate a team of call centre agents and team leaders to achieve performance targets.

Training and Development: Provide ongoing training and development opportunities to enhance the skills and competencies of the team.

Performance Monitoring: Conduct regular performance evaluations and provide constructive feedback to improve individual and team performance.

Demand and Workforce Management:

Forecasting: Analyse call patterns and forecast demand to ensure adequate staffing levels.

Scheduling: Develop and manage workforce schedules to handle peak periods and maintain service levels.

Capacity Planning: Plan for future capacity needs based on business growth and changing call volumes

Client and Stakeholder Management:

Client Relations: Serve as the primary point of contact for third-party clients, ensuring their needs and expectations are met.

Vendor Management: Manage relationships with external vendors and service providers to ensure seamless service delivery.

Reporting: Provide regular reports and updates to senior management and clients on call centre performance and initiatives

Strategic Planning:

Goal Setting: Set clear goals and objectives for the call centre that align with the company' overall strategy.

Policy Development: Develop and implement policies and procedures to guide call centre operations and ensure compliance with regulations.

Innovation: Identify and implement innovative solutions to enhance call centre operations and service delivery.

Qualifications:

At least 5 years of experience in call centre and demand management

Strong leadership skills with the ability to motivate and inspire cross-functional teams.

Excellent communication and interpersonal skills, with the ability to build relationships and negotiate with stakeholders.

Proficiency in project management tools and software, as well as data analysis and reporting tools.

Knowledge of regulatory requirements and best practices related to solar PV operations.

Passion for sustainability and renewable energy technologies, with a commitment to driving positive change.

Behavioral

Visionary Thinking: Ability to envision the future of Smart Metering and set strategic goals and objectives to drive innovation and growth in the industry.

Adaptability: Willingness to adapt to changing technologies, market conditions, and regulatory landscapes in the renewable energy.

Problem-Solving Skills: Capacity to identify challenges and obstacles in Smart Metering and demand projects and develop creative solutions to overcome them.

Collaboration: Aptitude for building and nurturing collaborative relationships with internal teams, external partners, stakeholders, and regulatory bodies to achieve common goals.

Communication: Strong verbal and written communication skills to effectively convey complex technical concepts to diverse audiences, including executives, engineers, policymakers, and community members.

Empowerment: Ability to empower and motivate cross-functional teams to achieve excellence in their respective roles and foster a culture of innovation and continuous improvement.

Strategic Planning: Skill in developing and executing strategic plans for Smart Metering initiatives, including resource allocation, budgeting, risk management, and performance tracking.

Ethical Leadership: Commitment to ethical business practices, environmental stewardship, and social responsibility in all aspects of Smart Metering

Resilience: Capacity to persevere in the face of challenges, setbacks, and obstacles encountered during the planning, implementation, and operation of Smart Metering

Passion for Sustainability: Genuine passion for advancing sustainable energy solutions and reducing carbon emissions through the integration of Smart Metering

Customer Focus: Dedication to meeting the needs and expectations of customers and end-users of Smart Metering

Continuous Learning: Willingness to stay abreast of emerging technologies, industry trends, best practices, and regulatory changes relevant to Smart Metering through continuous learning and professional development.

Salary: Circa £34k basic. Plus benefits.

The role is 5 days a week in the Office.

If you have skills and experience we are looking for, please apply with an up-to-date CV and we'll be in touch to discuss the role in more detail.

#J-18808-Ljbffr

  • Contact Centre Specialist

    1 week ago

    Elland, Calderdale, United Kingdom Calor Gas Ltd Full time

    Job no: 507243Work type: PermanentLocation: EllandCategories: OperationsContact Centre Specialist£22,720 to £23,500 With Excellent Benefits Keeping our Customers Safe, Warm, Working and Informed is what we strive for at Calor._The Customer Experience team at Calor Gas are looking to recruit an engaging and proactive Customer Service Advisor Level 1 to...

  • Distribution Centre Operative

    1 week ago

    Elland, Calderdale, United Kingdom ScS Full time

    Description:Love working as part of a team?We think you'd love it at ScS. Come and join the ScS team as a Distribution Centre Operative.***What's the opportunity?As part of the distribution team, you'll work with a great bunch of people with one simple aim to get our customer's orders to them by managing the stock in and out of the warehouse and making sure...

  • Appointment Setter

    1 week ago

    Elland, Calderdale, United Kingdom Sayjo Recruitment Ltd Full time

    Sayjo Recruitment are recruiting for a busy contact centre in Elland, offering smart meter installation appointments to the public. This is a customer service role, there is no sales involved. You will schedule appointments to for engineers to install or exchange Smart Meters, through mainly outbound calls, booking appointments in the diary and ensuring...

  • Site Manager

    1 week ago

    Elland, Calderdale, United Kingdom Fawkes & Reece (North) Full time

    Are you an experienced Site Manager within Social Housing, looking for your next challenge with a busy Contractor with a healthy pipeline of work? We are working with a well-established Social Housing Contractor who are looking to add an experienced Site Manager to their team. The company have a great reputation and staff retention rates and focus on...

  • Receptionist

    1 week ago

    Elland, Calderdale, United Kingdom Advinia Healthcare Full time

    The RoleAre you a bright and outgoing person with a friendly manner? Can you multi-task in a fast paced environment and use your own initiative?This role is part time working 12 hours per week.At Woodfield Grange Care Home in Halifax, we pride ourselves on delivering excellent person-centred care for Residents. The friendly team here work tirelessly to offer...

  • Day Care Assistant

    1 week ago

    Elland, Calderdale, United Kingdom NORTON HOUSE RESIDENTIAL HOME Full time

    Day Care Assistant: 33 hours per weekAnother opportunity has come up to work at a lovely residential home in Elland (HX5).Do you have a passion for spending time with older people? Are you looking for experience in a new setting which presents new challenges and opportunities every day? Would you like to become part of our team at a pleasant residential home...

  • Planner

    1 week ago

    Elland, Calderdale, United Kingdom Grafton Recruitment Full time

    Construction Planner - LeedsMy client is a commercial development and construction. Working on everything from major urban regeneration schemes to fitouts and refurbishments. They build operational facilities, distribution warehouses, retail parks, offices both in city centres andon business parks, residential property, retail, hotels and leisure uses such...

  • Team Leader

    1 week ago

    Elland, Calderdale, United Kingdom Stafflex Industrial Full time

    Operations Team Leader Salary: £13.13p/h Hours : Mon - Fri 2pm pm Location : Elland, HX5 Duration: Temporary - Permanent Stafflex are actively recruiting on behalf of our client, a well-established company who are partnered with other well-established district councils, recyclers, manufacturers, and retailers. This is a wonderful opportunity for an...

  • Office / Warehouse Administrator

    1 week ago

    Elland, Calderdale, United Kingdom Non home working Full time

    Job AdvertWe've a great opportunity for an Office Administrator to join our team at Areera.This is a full time position working 9am to 5.30pm Monday to Friday, some flexibility may be required.The salary is £23,000 per annum.You will work as part of a small administrative team responsible for the daily paperwork, deliveries and reporting at our busy...

  • Estimator

    1 week ago

    Elland, Calderdale, United Kingdom Grafton Recruitment Full time

    EstimatorI am recruiting for a building company from Leeds working on everything from major urban regeneration schemes to fitouts and refurbishments. They build operational facilities, distribution warehouses, retail parks, offices both in city centres and on businessparks, residential property, retail, hotels and leisure uses such as cinemas, bars and...

  • HR Coordinator

    1 week ago

    Elland, Calderdale, United Kingdom Elevation Recruitment Full time

    As a HR Coordinator your duties will include but not be limited to:You will be supporting line managers all ER related activities, including disciplinary and grievance casework Recruitment supporting with job descriptions and coordinating Recruitment related activities Being the first point of contact for HR queries in the business HR Projects to deliver...

  • Team Leader

    4 weeks ago

    Elland, Calderdale, United Kingdom Stafflex Full time

    Operations Team Leader Salary: £13.13p/hHours: Mon - Fri 2pm pmLocation: Elland, HX5Duration: Temporary - Permanent Stafflex are actively recruiting on behalf of our client, a well-established company who are partnered with other well-established district councils, recyclers, manufacturers, and retailers This is a great opportunity for an experienced...

  • Team Leader

    1 week ago

    Elland, Calderdale, United Kingdom Stafflex Full time

    Operations Team Leader Salary: £13.13p/hHours: Mon - Fri 2pm pmLocation: Elland, HX5Duration: Temporary - Permanent Stafflex are actively recruiting on behalf of our client, a well-established company who are partnered with other well-established district councils, recyclers, manufacturers, and retailers This is a great opportunity for an experienced...

  • Team Leader

    4 weeks ago

    Elland, Calderdale, United Kingdom Stafflex Full time

    Operations Team Leader Salary: £13.13p/hHours: Mon - Fri 2pm pmLocation: Elland, HX5Duration: Temporary - Permanent Stafflex are actively recruiting on behalf of our client, a well-established company who are partnered with other well-established district councils, recyclers, manufacturers, and retailers This is a great opportunity for an experienced...

  • Purchase Ledger Clerk

    1 day ago

    Elland, Calderdale, United Kingdom Venn Group Full time

    I am delighted to be supporting a well known, established business based in the Halifax area who due to a significant increase in workload require an additional Purchase Ledger Clerk to join them on an initial temporary basis. The role is to start immediately so will suit those who are coming to the end of an existing contract or immediately available....

  • Silver Service/refresh Senior Team Leader

    1 week ago

    Elland, Calderdale, United Kingdom Calderdale and Huddersfield NHS Foundation Trust Full time

    The post holder will provide support to Silver Service and Refresh technicians and actively participate in the support of all I.T systems and hardware within the contractual Service Level agreements. To ensure I.T expertise and support is provided within the GP localities following standardised processes, ensuring reliability of hardware and efficiencies...

  • HR Administrator

    1 week ago

    Elland, Calderdale, United Kingdom Guru Full time

    An HR Administrator / Human Resources Admin is needed to join one of the leading suppliers of high-performance building chemicals and sealants to the trade. Working from their offices in Elland, West Yorkshire, expect to continue your CIPD journey whilst providing vital support to the Managing Director, Head of Operations, and other key managers. In...

  • Administrator

    1 week ago

    Elland, Calderdale, United Kingdom South West Yorkshire Partnership NHS Foundation Trust Full time

    Part Time - 25 hours per weekFixed Term - for a period of up to 11 months, due to m aternity leave**South West Yorkshire Partnership NHS Foundation Trust is currently recruiting for a Fixed-Term Temporary Team Administrator/Secretary to support the Rehabilitation and Recover service in Elland, Halifax to cover maternity leave.The applicant will be required...

  • Ticket Sales Advisor

    1 week ago

    Elland, Calderdale, United Kingdom Leeds United Football Club Full time

    An exciting job opportunity has arisen at Leeds United FC for a Ticket Sales Advisor based at our stunning Elland Road Stadium.Leeds United Football Club is an English professional football club based in the city of Leeds, West Yorkshire and play at our fabulous stadium based on Elland Road, which has been the home of Leeds United since 1919 and remains one...

  • Individual Giving Fundraising Lead

    1 week ago

    Elland, Calderdale, United Kingdom Overgate Hospice Full time

    Overgate HospiceINDIVIDUAL GIVING FUNDRAISING LEADSalary Scale:Overgate Grade 4: £30,000Hours:37.5 hours (with regular evenings and weekends as required)Accountable to: Director of Income GenerationResponsible to: Head of Fundraising, Communications and Marketing Overgate Hospice is an independent charity with a mission to ensure that patients and those...