Contact Centre Manager
1 month ago
Contact Centre Manager - Existing Business - Colchester - ARD1023308
An exciting opportunity has arisen for a talented Contact Centre Manager to join Ardonagh Advisory, reporting to the Head of Contact Centre.
As a Contact Centre Manager you will be responsible for direct line management of all team leaders within the function. You will be working as part of the leadership team to ensure the smooth and efficient running of the business, implementing plans and strategies as required and leading those teams to meet all performance KPI’s, regulatory and service level requirements.
What you will do
You will be responsible for:
the performance of any sales, retention or servicing activity within the contact centre providing management, leadership and motivation to own teams in achieving all performance metrics working with the Contact Centre Leadership and Volume Trading teams in developing income opportunities from existing clients and new, implementing plans and strategies to convert opportunities into income working with own team to identify and highlight product and services gaps within the existing portfolio, that meet customer needs and deliver commercial benefit Line managing Team Leaders and CSE’s within own area, providing clear leadership and direction to them and their teams
Qualifications and Experience
Essential
Previous Contact Centre experience Previous experience of leading teams to meet financial, operational, service and quality KPI’s within a volume processing/sales environment Previous experience of recruitment, development and performance management of teams Previous experience of working within a regulated financial services environment preferably Insurance Previous experience of client relationship development and management skills Proficient with Microsoft Office applications and tools Target drivenDesirable
Experience of managing Team LeadersFor more information, reach out to the relevant senior leader for the area for a conversation or to request a full job description.
#AIB #LI-KB2
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