Contact Centre Manager

LTK Consultants is a leading automotive consultancy and training organisation dedicated to providing business solutions to companies throughout the UK.
Our services range from analysing the current market, through designing and developing solutions for growth to implementing & managing solutions.

Established in 2007, LTK Consultants is a young, vibrant company with extensive knowledge of the automotive sector. Our areas of expertise range from vehicle manufacturing to dealer networks and independent suppliers with out biggest success achieved withinthe automotive retail and aftersales sector.

The aim of LTK is to assist and improve the performance, processes and people development of companies within the automotive industry. As a team, we are highly motivated to help you reach your goals within company dynamics based strongly on our bran values.We believe working closely with out clients to achieve the best results.

**About the Contact Centre Manager role**:
As an Outsourced company, this is a business-critical role within the Contact Centre Operation, holding accountability for overall productivity, performance, management of resource, and compliance. As a result, the Contact Centre Manager must be able tolead with a ‘hands on’ approach, inspiring & motivating teams to exceed commercial objectives whilst maintaining consistently high levels of quality.
To be successful you will need to have both customer service & sales experience.

**Responsibilities of our Contact Centre Manager**:

- Consistently drive performance to achieve bookings/retail hours/sales in line with forecasted budgets
- Manage all inbound and outbound call campaigns in line with the client’s contractual SLA’s & KPI’s
- Liaising with senior management and providing statistical data analysis
- Responsible for creating, developing, and enhancing processes and procedures to improve performance and service standards, ensuring maximum efficiency and reducing costs
- Identify and communicate trends on performance, campaign management, profiling and potential additional revenue generating opportunities
- Reviewing Daily/Weekly/monthly performance via telephony and Konnect reports to identify shortfalls in team/individual productivity and take remedial action
- Ensure the staff receive daily performance reports without fail
- Ensure the management team are producing daily attendance monitoring reports for all staff to include:

- attendance / absence / staff rotas
- annual leave / unpaid leave / sickness
- one to one meetings / coaching
- learning & development needs
- Ensure the core standards are met by all staff in line with LTK’s Employee Handbook policies
- Conduct regular Management Team Meetings to ensure all LTK internal KPIs are met
- Ensure that calls are managed in real time to minimize abandonment rate
- Stakeholder Management - develop effective key relationships at all levels (internally & externally), ensure senior management are actively informed of operational risks, opportunities, and changes
- Respond to requests for information from the senior management team in a timely manner whilst ensuring accuracy of requested information produced
- Actively promote and support the cultural changes required for operational consistency and success
- Support, guide and develop the skillsets of the management team to manage their teams and deliver their targets in full
- Identify performance related issues, develop action plans for improvement and implement corrective actions up to and including termination of employment (where required)
- Ensure relevant Feedback reporting is in place and is executed in the time frames requested by the client

**What are the benefits of joining our team as a Contact Centre Manager?**
- Full Induction & Comprehensive Training
- 33 days holidays including Bank Holidays
- Additional days holiday for your birthday
- Contributory Pension Scheme
- Health Cash Plan
- Rewards Cash Plan
- Length of Service Awards
- Active Career Progression
- Free onsite parking

If this sounds like you and you would like to join us as our Contact Centre Manager, please click ‘Apply’ now. We’d love to hear from you