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Call Centre Manager

2 months ago

Gillingham, United Kingdom Netbox Recruitment Full time

Call Centre Manager

Up to £55k + 10% company discretional bonus

Gillingham

Monday- Friday 8am-6pm (shift pattern) couple days a month in the office

Permanent

An exclusive client based in Gillingham is looking to recruit for a Call Centre Manager to join their team on a permanent basis. As the Call Centre Manager for the team, you will have the team leaders reporting into yourself and strategically minded to solve issues and manage an effective team.

Day to day of the Call Centre Manager:

- Manager the direct reports of the team leaders and challenge KPI targets and understanding trends.

- Liaising with higher management to change processes and policies to meet customers needs.

- Proving yourself as a successful manager and progressing into global management across other countries.

- Leading and developing the team regarding internal and external training required, meetings and motivation.

- Leading recruitment needs within the team and being a part of the recruitment process, failed probationary periods and dismissals.

- Finding motivating components within budgets to strive the team to do more and reach their KPI's.

- Ensure SLA's are being met.

- Manage the teams performance and noticing trends of customer interaction improvements etc.

- Reporting and adjusting KPI's when required to strive for better customer satisfaction.

- Reporting customers escalations and complaints to operational managers regarding trends and improvements required for better service.

- Getting stuck in and learning about the industry in great detail.

Requirements of the Call Centre Manager:

- Managed team leaders and senior members.

- Come from a call centre environment managing KPI's and targets.

- Motivational manager who strives their team to be better.

- Report writing and meeting SLA's.

- Had experience implementing and improving chat software (desirable).

Benefits:

- Internal progression to a global role.

- One every few days a month in the office.

- 25 days holiday, plus bank holiday

- Birthday off or closest to it.

- 4x salary for death in service.

- 5% pension contribution.

- 10% company discretional bonus.

- Highstreet and online discounts.

- Salary sacrifice for healthcare and dental.

- Electrical car lease.

- Social events, summer bbq and Christmas parties.

- Optional holiday purchase.

If you are interested in the Call Centre Manager role then please reach out to El on (phone number removed) opt 2 or hit APPLY