Contact Centre Manager

2 weeks ago

Brighton and Hove, United Kingdom PZL Full time £150 - £200

Contact Centre Manager About The RoleLearn more about the general tasks related to this opportunity below, as well as required skills.Responsible for the effective management of a UK Contact Centre by coordinating managing and directing operations and to ensure that the unit meets its financial, quality and customer service targets.To take ownership of the Contact Centre function to allow for efficient and effective handling of all calls. Building relationships with key stakeholders including our clients and ensuring strong communication from members of their team throughout any interactions.Contact Centre Manager Key DutiesPerformance Management of the Contact Centre teamUnderstand the customer needs & requirementsTo create a highly motivated workforceConduct detailed analysis within the Contact Centre, providing specifications for resource planningDay to day demand and capacity planning and management of the Contact Centre including shift plansDevelop contingency plans to ensure continuous operation of the Contact Centre FunctionEnsure recruitment is planned and delivered in line with agreed resource planSystematically review Contact Centre performance and take corrective actionsConstantly review current working practices and re‑engineer business processes to deliver best practiceImplement change programmes in line with agreed projects and initiativesDeliver and co‑ordinate training to new and existing staff to improve understanding and performanceFoster a customer focused culture within the Contact CentreEstablish key relationships throughout the business environment both internal and externalContact Centre Manager Key RequirementsPerformance ManagementRelationship buildingExcellent communication skills and a positive can do attitude.Operational Experience RequiredRelationship building; Excellent communication skills and a positive can do attitude.Along with our client, we are committed to a diverse workforce and as such recruit from a wide available pool of talent, with the hiring, assessment and selection process being fair, free from bias and one which ensures the right person is selected for the job, based on merit. We treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.A copy of our D&I policy can be made available upon request.LNKD1_UKTJ#J-18808-Ljbffr

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