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, motivate, and manage a team of collectors to achieve set targets, objectives, and timetables.
  • Set, communicate, and monitor revenue targets daily, weekly, and monthly for individual collectors and the team.
  • Performance manage under-performing collectors through the contact centre performance management process.
  • Monitor contact centre dashboard to ensure delivery of business objectives through SLAs and KPIs.
  • Work closely with dialler/campaign managers to ensure call demands are met.
  • Use data to understand and address key issues and trends, taking a robust approach with under-performers.
  • Maintain collectors' attendance to ensure SLAs are not compromised.
  • Provide recommendations for continuous improvement of operational processes and report at regular meetings.

Requirements:

  • 1 year of supervising experience (required)
  • 1 year of leadership experience (required)
  • 1 year of team management experience (required)
  • English language proficiency (required)

What We Offer:

  • Company pension
  • Free parking

Work Location: Hybrid remote in Manchester



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