Contact Centre Manager

2 weeks ago


Nottingham, United Kingdom Prescient Recruitment Group Ltd Full time

Role**:Contact Centre Manager**

Location**:Nottinghamshire**

Salary**:£40k-£50k (DOE)**

We are currently looking for a **Contact Centre Manager** to join a large national healthcare company that are going through a huge amount of growth, with plans to double the headcount next year

This **Contact Centre Manager** role is not for the feint hearted, you will proactively lead change from the front, driving a culture that focuses on excellence, patient centricity, integrity, and collaboration (EPIC).

Contact Centre Manager main duties will include -- Recruit, develop and manage call centre agents and team leaders
- Identify, onboard and manage supply chain partners (contact centre outsourcing)
- Become an expert for Virtual Lucy (our digital platform)
- Contact centre management, ensuring all agents all aspire to high standards
- Oversee the development and publication of real-time dashboards/KPI’s, meeting all client SLA’s
- Determine working arrangements for the contact centre (virtual/physical locations, shifts, hours, contracts, etc)
- Liaise with clients and internal teams on matters relating to contact centre operations

**Contact Centre Manager** desired experience -- Telephony systems training
- Hands on experience managing a contact centre
- Experience of contact centre upsizing
- Excellent written and verbal communication skills with personable approach
- Ability to analyse, interpret and communicate complex problems in numeric data
- High degree of IT literacy and working with CRM systems
- Positive and pro-active with a 'can do’ attitude
- Able to work well under pressure
- Excellent work ethic and driven to exceed client expectations

Please contact **Louise Blair** for further info on the role and company.


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