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Contact Centre Manager

4 months ago

Cardiff, United Kingdom Candidate Source Full time
We are looking for an experienced Contact Centre Manager to join an existing project and deliver excellent customer service results for our end client. The contact centre provide support to customers applying for mortgages as part of the government Help to Buy mortgage scheme so experience within Mortgages would be a distinct advantage. 
Location:  Cardiff - 3 days per week onsite, 2 days remote 
The rate on offer is between £550-£700 inside IR35 (via an umbrella company) dependant on experience.  
Hours:  You would need to be available to work shifts between the operational hours of Monday to Friday 8-8pm and occasionally on Saturday mornings from 9-1pm depending on project need.
Contract: 6 months 
As Contact Centre Manager, you will be responsible for:
Managing and leading Operations Manager who oversees the team of managers and agents
Ensuring KPIs within the service are met 
Developing and implementing strategic plans to enhance service quality and customer satisfaction
Optimising contact centre technologies and processes. 
Analysing performance metrics and customer feedback to drive continuous improvement and make data led decisions
Ensuring compliance with relevant regulations and company policies. 
We’re looking for a Contact Centre Manager with:
Demonstrable experience in the same or similar role ideally with experience of Mortgages
Strong leadership and management abilities
Excellent communication and interpersonal skills
A deep understanding of contact centre software and technologies
Proficiency in data analysis 
Problem-solving capabilities
Customer-centric mindset
Experience in project management and process optimisation.
To apply for this role as Contact Centre Manager, please click apply online and upload an updated copy of your CV. 
If you are successful and offered an opportunity, we will need to carry out pre-engagement screening, this will usually include a DBS Check, Credit Check, and references from previous employers.
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