Contact Centre Team Manager

3 weeks ago


Chelmsford Essex, United Kingdom MERJE Ltd Full time

Contact Centre Team Manager
Shift work
£My client is seeking an experienced Contact Centre Team Manager to manage the running of their multi-client customer service centre. As the Contact Centre Team Manager, you will be responsible for overseeing the service provided across multiple customer contact channels and activities.
The Contact Centre Team Manager will provide leadership, direction and management to the Shift Managers and Agents in order to deliver service excellence, contractual service level agreements and operational metrics. Your key focus will be to deliver a speed of service in a cost-efficient manner whilst not compromising the quality.
Liaise with the Head of Connect at weekly Performance and Management meetings.
Call Quality Analysis x 2 calls per month, per agent.
First line complaint management.
Improve Pinnacle Connect productivity and performance.
Continuous improvement and efficiencies within the Connect service.
Performance – Provide weekly and monthly analysis on your team into Performance meetings.
Ensure appropriate staffing and Management cover on our rota.
Proven experience as a Contact Centre Team Manager or similar role.
Experience in call centre operations and processes.
Proficient in Microsoft Office Suite.


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