Contact Centre Manager
- Recruiter
- Search Consultancy
- Location
- Leicester
- Salary
- Competitive
- Posted
- 15 Aug 2017
- Closes
- 25 Aug 2017
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Contact Centre Manager - Leicester - GBP28,000 - GBP35,000
Our client, a market leading business in Leicester is looking for an experienced Contact Centre Manager to join their successful and growing team on a permanent basis.
Primary duties will include:
* Successfully lead and develop the contact centre and its colleagues to deliver excellent customer service
* Work with colleagues to maximise the performance of the team and business
* Inspire excellence through leading by example and providing clear direction
* Deliver effective communications on performance, standards, policies and procedures.
* Long term planning of capability requirement for team, growing skills to meet future needs
* Implement strategies that support delivery of excellent service to customers
* Effectively analyse customer and colleague data to drive service improvements to maximise positive outcomes for the customer
* Demonstrate a positive approach to challenges and create effective solutions
* Support and contribute to business wide initiatives and projects
* Ensures that routine processes deliver compliance
* Ensure effective complaint handling processes are followed within the contact centre
Skills / Experience Required:
* Previous experience in a senior management role within a call centre environment.
* Ability to manage key senior stakeholder relationships
* Experience in managing complex change/transition
* Experience of all aspects of individual and team performance management techniques
* Ability to influence and motivate at all levels
* Effective communication skills, both verbal & written
* Strong problem solving skills
* Highly motivated and inspirational
* Business focused and commercially aware
For more information and to apply, please contact Shivani Karia at Search Consultancy on or email with a CV.
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.