Contact Center Manager

3 weeks ago

Glasgow, United Kingdom Pertemps Network Group Full time

Contact Centre Manager


  • South Lanarkshire
  • Full time, Permanent
  • £42,000


Pertemps are delighted to be supporting a leading facilities organisation who are on the hunt for a Contact Centre Manager. This organisation are committed to driving excellent service for customers daily and you as the Contact Centre Manager will play a pivotal role in leading this. This client are ideally looking for someone who has experience managing a team and who can support and shape the department based on current employee strengths.

This role will be managing and leading around 30 direct reports and you will be in charge of their development. The team are going through a period of expansion and you will be in charge of hiring your own team members. This is a really exciting time to join The ideal candidate would have strong experience from a contact centre role previously and have strong managerial skills.


Key Responsibilities:


  • Lead the customer service team to achieve targets and KPI’s in line with agreed budgets.
  • Build collaborative relationships to enhance customer satisfaction and service quality.
  • Act as a support network to ensure staff feel informed and supported as the business evolves.
  • Manage day-to day activities, prioritise tasks and assess risks within existing processes to achieve SLA’s
  • Ensure training and development plans are in place for all team members.
  • Implementation of performance management processes, including 1-2-1’s and appraisal’s.
  • Manage the team with a fair and consistent approach.
  • Manage staff against agreed internal quality targets.
  • Act as a point of escalation for customers, managing complaints.
  • Be responsible for online reputation, including trust pilot and google my business.
  • Participate in regular, proactive reviews of operational processes and procedures towards achieving SLA.
  • Manage staff against internal agreed targets.
  • Monitor and maintain a high level of customer satisfaction.
  • Input and maintain a quality management system.
  • Ensure clear and accurate communication is cascaded throughout the team.
  • Support Operations Manager to supervise all team quality monitoring so that all agreed targets are met and exceeded.
  • Support the growth of the business.


Candidate Requirements:


  • Minimum 3 years contact centre experience.
  • Minimum 5 years experience in a managerial role.
  • Excellent coaching, communication and negotiation skills, with the ability to collaborate effectively.
  • Skilled in problem solving, team building, planning, organisation and decision making.
  • Strong leadership and people management skills.
  • Thrive in a fast-paced environment and excels under pressure.
  • Flexible, positive and can-do attitude.
  • Strong written and verbal communication skills.
  • Ability to lead the team through change.


To find out more information please contact Codie Smith.

Pertemps acts as both an employment business and an employment agency

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