Join us as our Contact Centre Manager as part of our Senior Management Team, overseeing the daily operations of the National Contact Centre and ensuring smooth performance. You'll analyse performance data, optimise efficiency, and make decisions that balance service quality with budget goals.
In this role, you’ll drive team performance, implement strategic goals, and step in for the Head of Call Centre when needed, ensuring effective leadership and seamless operations.
The ideal candidate is an experienced leader with a strong background in contact centre management. They excel in driving performance through data analysis, team motivation, and strategic decision-making. Adaptable, results-focused, and confident in leading operations, they possess excellent communication and problem-solving skills, ensuring high-quality service and efficiency.
Key Responsibilities:
1. Managing the daily operations of the Contact Centre, balancing both the business and people priorities to ensure the achievement of key KPI’s and objectives.
2. Manage the performance and development of direct reports for them to achieve their individual targets aligned to the overall Contact Centre strategy and budgetary requirements
3. To undertake and contribute to projects to identify, establish and enhance effective implementation of effective business processes to support the strategy and business objectives of the Call Centre
4. To support...