Contact Centre Team Lead

4 weeks ago


Denton, Tameside, United Kingdom More Recruitment SLC LTD Full time
Job Title: Contact Centre Experience Manager

Job Summary:

We are seeking an experienced Contact Centre Experience Manager to join our team at More Recruitment SLC LTD. As a key member of our operations team, you will be responsible for leading a team of collectors and driving performance improvement across the contact centre.

Key Responsibilities:

  • Lead and manage a team of collectors to achieve set targets and objectives
  • Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs)
  • Develop and implement strategies to improve collector performance and customer satisfaction
  • Collaborate with dialler and campaign managers to ensure call demands are met
  • Provide coaching and feedback to collectors to improve their skills and knowledge
  • Work closely with the HR department to ensure attendance and performance management processes are followed

Requirements:

  • 1 year of supervisory experience in a contact centre environment
  • Leadership and team management experience
  • Excellent communication and interpersonal skills
  • Ability to analyze data and make informed decisions
  • Knowledge of contact centre operations and performance management

What We Offer:

  • Competitive salary: £32,000.00-£34,000.00 per year
  • Company pension
  • Free parking

How to Apply:

If you have the skills and experience we're looking for, please submit your application with your CV and a cover letter explaining why you're the ideal candidate for this role.



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