Contact Centre Manager in Cardiff
4 weeks ago
Are you a talented and experienced Contact Centre Manager looking for a new challenge? Do you have demonstrable experience working within a highly regulated or financial services sector? GRG are pleased to be partnering exclusively with a leading financial services organisation, as they embark on a transitional growth period.
Overseeing a large team of up to 100 FTE, you will support the Customer & Operations Director to drive change, transformation and operational excellence taking ownership of the Contact Centre operations.
This is an exciting opportunity to work for a company that is a leader in their industry and has a strong focus on delivering exceptional customer service.
As the successful candidate, you will be responsible for managing the day-to-day operations of the Contact Centre, ensuring that the team is delivering a high level of service to customers, you will be a natural leader, drive positive people engagement to motivate and in-still the right professional working behaviours within your team, whilst working to achieve SLAs within a fast-paced, pressurised environment.
Working shoulder-to-shoulder with your team to develop, train and motivate, you will be required to work initially on a full-time basis within the contact centre (Monday-Friday) across a 37 hour working week, to drive the change required.
There will be opportunities required for flexibility, and occasional weekend working, if crisis situations occurResponsibilities- Managing the Contact Centre team and ensuring that they are meeting performance targets- Developing and implementing strategies to improve the efficiency and effectiveness of the Contact Centre- Monitoring and analysing Contact Centre performance data to identify areas for improvement- Ensuring that the Contact Centre is compliant with all relevant regulations and legislation- Developing and maintaining relationships with key stakeholders, both internal and externalWhat do we need from you?- Proven experience managing a Contact Centre team, preferably within a highly regulated, financial services background- Strong leadership and people management skills; you will inspire, lead and value your team- Excellent communication and interpersonal skills- Strong analytical and problem-solving skills; driven by metrics, constantly reviewing and embedding processes and activity to ensure that your SLAs are met- Ability to work under pressure and manage multiple prioritiesBenefits:
- Competitive salary and benefits package
- Opportunity to work for a leading company in their industry
- Chance to make a significant impact on the Contact Centre operations
- Supportive and collaborative team environment
- Opportunities for career progression and development
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