Contact Centre Manager

2 weeks ago

Chichester, United Kingdom Taking Care Full time

**Contact Centre Manager - Chichester** **Do you have operational experience of managing in a Contact Centre environment?** **Are you looking for a role that’s responsibility is tomotivate and inspire teams within a business that really makes a difference to people’s lives?** As part of the AXA Group, Taking Care provides around the clock support to over 100,000 customers. Through our personal alarm service we give customers the confidence to live well and remain in the home they love.

We have a great culture and support and value our staff and customers.
- Caring for our customers is at the heart of everything we do. We love what we do and are proud of the service we provide._

**What we are looking for**: We are looking for a motivated and strong manager to lead the operational management of Taking Care’s Emergency Resolution Centre in Chichester, ensuring the delivery of an effective, safe and compassionate service to our customers on a 24/7 basis. The mainresponsibilities are to lead and manage the 4 Resolution Team Managers to ensure the delivery of the TSA standard of 97.5% of emergency calls to be answered within 60 seconds.

You report into the Head of Emergency Resolutions Centres and act as an agent for change to communicate, escalate and provide tactical and strategic solutions aligned to business objectives and targets. You will provide data-driven analysis to help informdecision making.
- We promote a culture that recognises, develops and rewards talent, each individual within our business is important to us and their contribution to Taking Care’s success._

**You will possess and can demonstrate the following skills and attributes**:

- Operational contact centre management experience
- Experience of delivering against a broad range of KPIs and success measures
- Coachingand development ofteam leadersand front-line staff
- Highly organised with experience of accurate and timely management reporting and activity analysis
- A proven ability to manage issues and recommend solutions securing effective conclusions.
- Proven leadership of high performing teams
- Proven ability to co-ordinate numerous activities and work streams, handling shifting demands and priorities.
- Excellent communication skills, with a proven track record of successful liaison with stakeholders (inlc. external) at all levels.
- Strategic input into that results in service, efficiency and employee engagement improvements
- Experience in 24/7 365 day a year business - desirable

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