Contact Centre Manager

4 weeks ago

Welwyn Garden City Hertfordshire, United Kingdom TheICEway Full time

A Contact Centre Manager is needed to join our team at theICEway, a leading IT services and technology consultancy based in Welwyn Garden City.

This is an in office role - full time 37.5 hours a week - hours are predominantly going to be Monday to Friday between the hours of 8am - 6pm on a rota basis.

This is an excellent opportunity to progress your career with a well-established company

About Us

With 15+ years of experience, theICEway provides IT services and technology consultation to help clients in the cruise, travel and healthcare industry achieve their business goals and strategies. Over the years, theICEway has expanded to include offices in the US, Australia, and Eastern Europe.

We are a local company with a global reach, and our company values are at the heart of everything we do. We value our people above all, and this allows all team members to thrive in a dynamic and collaborative environment.

Key Responsibilities:

Manage overall operations of the contact centre. Point of escalation for the UK supervisor
Responsible for interviewing, hiring, and assigning workloads to the team members
Working closely with the team, motivating, and coaching them
Reviewing call data and key reports to monitor the customer experience
Liaise with clients to identify and set tasks, performance measures and provide regular reporting
Leading and inspiring a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
Monitoring individual, team, and call centre results to identify and act on both positive and negative performance trends to ensure attainment of performance targets and team / individual KPI's
Using existing methodologies, team input and your own initiative to ensure attendance and retention targets are achieved
Managing the fair and consistent application of performance management and disciplinary measures as necessary
Working with the management team to identify and deliver positive change and business efficiencies
Escalating any appropriate problems to the Head of Operations
Supporting the Head of Operations to highlight operational risks and areas for improvement
Providing communication and follow up to ensure employees are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions
At all times model enthusiasm, practices pride, and ethical business to enhance morale, provide a positive work environment
Handling interaction with escalated customers in difficult service scenarios to resolve issues, rebuild customer's confidence in the brand, and secure retention of customers.
Any other task required to fulfil the role of Call Centre Manager
Ensure all product, policies and regulatory compliance in line with local laws
Review and update all training materials and Knowledge Library, as it relates to local
processes and policies
Review and approve all trade and guest communications regarding deployment, itinerary changes, cancelled voyages etc and ensure compliant with local requirements
Work closely with the UK Sales team to support brand initiatives
Coordinate and represent Incident Management, reviewing communications and offers to trade and guests to ensure compliance with local requirements
Develop initiatives to drive sales performance and increase conversion
Experience:

3-5 years' experience within a contact centre / customer service-related management position
Prior experience with strategic planning and leading a contact centre team.
Background in the travel / hospitality industry is a bonus.
Preferred skills:

Experience in the use of contact centre applications and enterprise level phone systems
Strong written communication skills
Critical thinking - using logic and reasoning to identify the strength and weakness of alternative solutions, conclusion or approaches to problems
Monitoring and assessing performance of self and other individuals to make improvements or take corrective actions
Proficient at managing own time and the time of others
Effective at management and development of talent
Good judgement and decision making
Knowledge of principles and processes for providing customer and personal services
Benefits:

20 days annual leave plus 8 days bank holidays
Gym membership after probation is passed
Sounds interesting? Click the APPLY button to send your CV for immediate consideration.

Candidates with previous experience or job titles, including; Customer Service Manager, Customer Operations Manager, Call Centre Operations Manager, Customer Experience Manager, Contact Centre Operations Manager, Customer Support Manager, Client Services Manager, Call Centre Manager, Service Delivery Manager and Customer Relationship Manager may also be considered for this role #J-18808-Ljbffr

  • Contact Centre Manager

    4 weeks ago

    Welwyn Garden City, United Kingdom TheICEway Full time

    A Contact Centre Manager is needed to join our team at theICEway, a leading IT services and technology consultancy based in Welwyn Garden City. This is an in office role - full time 37.5 hours a week - hours are predominantly going to be Monday to Friday between the hours of 8am - 6pm on a rota basis.This is an excellent opportunity to progress your career...

  • Contact Centre Manager

    3 weeks ago

    Welwyn Garden City, United Kingdom TheICEway Full time

    A Contact Centre Manager is needed to join our team at theICEway, a leading IT services and technology consultancy based in Welwyn Garden City. This is an in office role - full time 37.5 hours a week - hours are predominantly going to be Monday to Friday between the hours of 8am - 6pm on a rota basis.This is an excellent opportunity to progress your career...

  • Contact Centre Manager

    4 weeks ago

    Welwyn Garden City, United Kingdom TheICEway Full time

    A Contact Centre Manager is needed to join our team at theICEway, a leading IT services and technology consultancy based in Welwyn Garden City. This is an in office role - full time 37.5 hours a week - hours are predominantly going to be Monday to Friday between the hours of 8am - 6pm on a rota basis.This is an excellent opportunity to progress your career...

  • Administration Advisor

    4 weeks ago

    Welwyn Garden City, United Kingdom East and North Hertfordshire NHS Trust Full time

    We are recruiting for Administration Advisor who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients. Our clerks are trained to support a patient’s pathway through Outpatients, from referral to treatment, so in this role you can really make a difference. You could work in our busy outpatient...

  • Contact Centre Manager"

    6 days ago

    City of Westminster, Greater London, United Kingdom Aatom Recruitment Full time

    Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Contact Centre Manager on a 3 months contract with a possibility of further extension. Be responsible and accountable for the day-to-day delivery to enable the team to operate effectively and consistently deliver a first-class quality customer service, with a right...

  • Hertfordshire Children's Contact Supervisor

    6 days ago

    Welwyn Garden City, United Kingdom Family Action Full time

    Summary of Role: As a Contact Supervisor, you will ensure that families are welcomed and supported when in the Supervised Contact Centre, in community settings and other appropriate venues as required. You will have an open-minded, flexible and caring approach towards children, parents and other family members who are attending supervised contact. Our aim is...

  • Call centre advisor

    2 months ago

    Welwyn Garden City, Hertfordshire, United Kingdom PayPoint Group Full time

    Call Centre Advisor Part Time Vacancy Name Call Centre Advisor Part Time Employment Type Part-Time Business Name PayPoint Network Ltd We are looking for advisors to handle contact from customer who use “The Payment Exception Service” this service is a way for people who do not have a bank account to collect benefit or pension payments from the...

  • Data Centre Engineer

    1 month ago

    Welwyn Garden City, Hertfordshire, United Kingdom Onnec Full time

    ONNEC builds, supports and optimises the IT infrastructure, networks and connectivity which drive global business performance. We are a rapidly growing organisation and finding and retaining the highest calibre of people is fundamental to us for the success of our business, we work hard to create a challenging, supportive and satisfying working environment...

  • Data Centre Services Engineer

    1 month ago

    Welwyn Garden City, Hertfordshire, United Kingdom Onnec Full time

    Telephone Number Services - Data Centre Engineer - WGC - 000102 ONNEC builds, supports and optimises the IT infrastructure, networks and connectivity which drive global business performance. ONNEC has successfully achieved the Investors in Diversity Foundational Award for our commitment to equality, diversity and inclusion in the workplace. We are...

  • Donation Centre Supervisor

    2 months ago

    Welwyn Garden City, United Kingdom Isabel Hospice Full time

    We are seeking a Supervisor to support our Donation Centre Manager in the smooth running of the Donation Centre. We are looking for an individual with excellent communication skills and warehouse and transportation experience. **Key responsibilities** - To sort, prepare and allocate donated goods for the distribution to the Hospice shops and E-commerce...

  • Donation Centre Supervisor

    4 days ago

    Welwyn Garden City, United Kingdom Isabel Hospice Full time

    Contract**:12 months Fixed Term Contract | Full Time** Salary**:£23,356** Location**:Welwyn Garden City** Closing Date**:9 Feb, 2024** We are seeking an individual with warehouse experience and excellent communication skills to work in our friendly and supportive Donation Centre. **About the role**: As the Donation Centre Supervisor you will: - Sort,...

  • Donation Centre Supervisor

    6 days ago

    Welwyn Garden City, Hertfordshire, United Kingdom Isabel Hospice Full time

    We are seeking a Supervisor to support our Donation Centre Manager in the smooth running of the Donation Centre.We are looking for an individual with excellent communication skills and warehouse and transportation experience.Key responsibilities To sort, prepare and allocate donated goods for the distribution to the Hospice shops and Ecommerce platforms in...

  • Data Centre Engineer

    7 days ago

    Welwyn Garden City, Hertfordshire, United Kingdom Onnec Full time

    ONNEC builds, supports and optimises the IT infrastructure, networks and connectivity which drive global business performance. We are a rapidly growing organisation and finding and retaining the highest calibre of people is fundamental to us for the success of our business, we work hard to create a challenging, supportive and satisfying working environment...

  • Donation Centre Supervisor

    6 days ago

    Welwyn Garden City, Hertfordshire, United Kingdom Isabel Hospice Full time

    We are currently looking for a Supervisor to support our Donation Centre Manager in the smooth running of the Donation Centre.We are seeking an individual with warehouse experience and excellent communication skills to work in our friendly and supportive Donation Centre.About the roleAs the Donation Centre Supervisor you will:Sort, prepare and allocate...

  • Donation Centre Supervisor

    6 days ago

    Welwyn Garden City, Hertfordshire, United Kingdom Isabel Hospice Full time

    Contract:12 months Fixed Term Contract | Full TimeSalary:£23,356Location:Welwyn Garden CityClosing Date:9 Feb, 2024We are seeking an individual with warehouse experience and excellent communication skills to work in our friendly and supportive Donation Centre.About the role:As the Donation Centre Supervisor you will:Sort, prepare and allocate donated goods...

  • Service Centre Administrator

    3 weeks ago

    Welwyn Garden City, United Kingdom Working Solutions Recruitment Full time

    WSR are recruiting for a Service Centre Administrator for our esteemed client based in Welwyn Garden City & Stevenage. Salary: Up to £30k DOE Working hours: Monday – Friday 8:30am-5pm. Office based. Location: Working from Welwyn Garden City Office with willingness to travel to Stevenage office when required. Service Centre Administrator Role...

  • Service Centre Administrator

    3 weeks ago

    Welwyn Garden City, United Kingdom Working Solutions Recruitment Full time

    WSR are recruiting for a Service Centre Administrator for our esteemed client based in Welwyn Garden City & Stevenage. Salary: Up to £30k DOE Working hours: Monday – Friday 8:30am-5pm. Office based. Location: Working from Welwyn Garden City Office with willingness to travel to Stevenage office when required. Service Centre Administrator Role...

  • Service Centre Administrator

    1 week ago

    Welwyn Garden City, United Kingdom WSR (Working Solutions Recruitment Services) Full time

    WSR are recruiting for a Service Centre Administrator for our esteemed client based in Welwyn Garden City & Stevenage.Salary: Up to £30k DOE Working hours: Monday - Friday 8:30am-5pm. Office based.Location: Working from Welwyn Garden City Office with willingness to travel to Stevenage office when required.Service Centre Administrator Role Overview:Your role...

  • Call Centre Advisor Part Time

    6 days ago

    Welwyn Garden City, United Kingdom PayPoint Network Ltd Full time

    **Why are we recruiting?** We are passionate about our customers and retailers at PayPoint, they are at the heart of our business, and we always want to ensure we deliver exceptional customer service. We are looking for advisors to handle contact from customer who use “The Payment Exception Service” this service is a way for people who do not have a bank...

  • Contact Centre Advisor

    2 months ago

    Hemel Hempstead, Hertfordshire, United Kingdom Butlins Full time

    Job Description Description About the Role Our Contact Centre is full of fun, passionate and forward-thinking individuals all looking to make a difference to our guests. This isnt just about answering calls! Our guests contact us with all sorts of enquiries some to book their holiday with us, others may have a few questions about the resorts and what to...