Contact Centre Manager

2 weeks ago


London, United Kingdom Page Personnel Secretarial & Business Support Full time

A highly reputable telecommunications contact centre business is looking for a skilled contact centre manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness inside its London office.

**Client Details**

A large telecommunications contact centre based within the centre of London who is partnered with several global brands, offering out-sourced services in order to promote efficiency and great customer service assistance.

**Description**

The responsibilities of the successful contact centre manager will be to:

- Hire, train & support contact centre agents
- Monitor & evaluate the performance of contact centre agents
- Identify any operational issues and suggest improvements
- Prepare reports and analyse available data
- Evaluate contact centre technologies and customer service standards,
- Form contact centre operational strategies, including capacity planning
- Meet financial objectives of the call centre
- Conduct effective resource planning to maximise the productivity of resources (people, technology etc.)
- Carry out regular 121's, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.

**Profile**

The successful contact centre manager will have:

- Proven experience as a contact centre manager or similar position
- Experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call centre equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organisational and leadership skills with a problem-solving ability

**Job Offer**

Competitive salary

Annual bonus

24 days holiday

Causal workwear



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