Contact Centre Team Lead
4 weeks ago
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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