Contact Centre Director

3 weeks ago

Norwich, Norfolk, United Kingdom Anglian Home Improvements Full time
Job Title: Contact Centre Manager

As a Contact Centre Manager at Anglian Home Improvements, you will be responsible for overseeing the daily operations of our National Contact Centre, ensuring smooth performance and efficient service delivery.

Key Responsibilities:
  • Manage the daily operations of the Contact Centre, balancing business and people priorities to achieve key KPIs and objectives.
  • Develop and implement strategies to improve customer experience and streamline workflows.
  • Lead and manage a team of direct reports, providing coaching and development opportunities to ensure individual and team success.
  • Collaborate with key stakeholders to recommend and implement change, driving business growth and improvement.
  • Support the Head of Call Centre in planning and implementing high-level strategy, ensuring alignment with business objectives.
Requirements:
  • Proven experience as a Contact Centre Manager or similar leadership role in a customer service environment.
  • Strong leadership and team management skills, with a focus on coaching and staff development.
  • Excellent communication and problem-solving abilities.
  • Proficient in contact center technologies, including dialler experience and reporting tools.
  • Ability to produce, analyse and interpret data and performance through KPIs and service metrics.
What We Offer:
  • Competitive Salary
  • 31 days holiday, increasing to 33 days after 2 years of service plus have your birthday off
  • Paid time off annually to volunteer
  • Comprehensive health & well-being benefits including cycle to work scheme, 24hr remote access to a doctor, heavily discounted gym memberships and free access to mental health first aiders
  • Heavily discounted group discount scheme on all products
  • Group Perks and freebies on days out, cinema, theatre, eating in and out, mobiles phones, a new car, food shopping and most major high street retailers
  • Opportunity to work with a forward-thinking and supportive team.
  • Career development and continuous learning opportunities.

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