Contact Centre Manager

Our client is seeking an experienced Contact Centre Manager to help us implement and develop their Contact Centre. Currently, all contact with our clients and pension scheme members takes place within the individual admin teams. They plan to build a contact centre, initially based in their Middlesbrough office, to provide a central focus for contact by email and by phone, to ensure efficiency and consistency and to provide an improved service as a result.

The role:

• Managing the day to day performance of the Contact Centre to deliver a best in class service, meeting or exceeding all KPIs and within budget
  
• Being responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints
  
• Developing plans and offering insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs
  
• Hiring, training, coaching, and leading contact centre representatives as they provide support for clients and pension scheme members
  
• Analysing contact trends and resourcing the contact centre appropriately to meet peak demands
  
• Answering representative's questions, guiding them through difficult calls or issues, or handling issues that cannot be fielded by representatives
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coaching representatives regarding processes and practices, and explain expectations to representatives
• Working with other areas of Administration in identifying trends and establishing contact centre priorities and goals
• Working with other areas of Administration in identifying ongoing projects that will impact on the contact centre, and resourcing appropriately
• Ensuring representatives are achieving desired service levels and taking corrective action, as needed
• Preparing reports and analysing contact centre data to improve processes, ensure resources are properly allocated, and maximise efficiency and caller/emailer satisfaction
• Taking on other tasks or projects to support contact centre operations
• To promote and adhere to the clients workplace values

The person:

• Right to work in the UK
• Proven experience of leading a service driven contact centre operation with experience of managing an operation through periods of significant growth or change
• Previous supervisory, leadership and management experience including performance monitoring, appraisals, recruitment etc
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
• Knowledge of management principles and familiarity with company products, services, and policies
• Strong coaching and leadership skills, ability to motivate employees
• Decisiveness and attention to detail
• Proficiency with necessary technology, including computers, software applications, phone systems, etc
• Polite, professional phone voice
• Desirable - Experience of working within a Third Party Pensions Administration environment