Contact Centre Manager

3 weeks ago

London, 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
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. We are a local company with a global reach, and our company values are at the heart of everything we do. Manage overall operations of the contact centre. 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
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
Supporting the Head of Operations to highlight operational risks and areas for improvement
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
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.
Experience in the use of contact centre applications and enterprise level phone systems
Monitoring and assessing performance of self and other individuals to make improvements or take corrective actions
Effective at management and development of talent
Knowledge of principles and processes for providing customer and personal services
20 days annual leave plus 8 days bank holidays
Gym membership after probation is passed
Click the APPLY button to send your CV for immediate consideration.
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
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