Contact Centre Manager£40,000 - £44,000 per annumFull, time & permanentHybrid working available
Your new role
1. Manage a team of 22 Contact Centre Advisors
2. Co-ordinate the diversity of team
3. Maintain and evolve key performance indicators
4. Support and motivate the team to achieve strategic objectives
5. Contribute to the evolution of the call quality process
6. Ensurepany processes and procedures are always followed
7. Identify areas for team development and service improvement
8. Recruitment of new team members
9. Manage escalated calls and resolve customer queries
10. Role model ourpany values and working styles
11. Think creatively to rmend new ideas that could be utilised by marketing for enhancing sales, raising awareness, and improving efficiencies
12. Identify, test, and implement all new system enhancements
13. Engage with Contact Centre and other functions to promote employee wellbeing, as well as charity and team building events.
14. Perform any other duties as reasonably expected
What you'll need to succeed
15. Experience managing a large team of contact centre or customer service advisors
16. Same or similar industry knowledge (manufacturing, production or retail preferred)
17. Innovative and forward-thinking mentality
What you'll get in return
18. 25 days annual leave + bank holidays
19. Private healthcare
20. Managerial bonus scheme