Salary: GBP70000 - GBP70000 per annum + 10% performance related bonus
CONTACT CENTRE MANAGER
Salary: up to £70k + 10% performance related bonus
Location: South Manchester – fully onsite role
Contract: Permanent
Keywords: Operations Management, Contact Centre, Performance Management, Data Analysis, Change Management
Our client is seeking a commercially aware and experienced Contact Centre Manager. This role offers an exciting opportunity to manage a multi-site, multi-brand team within a rapidly expanding organisation. You will be responsible for managing day-to-day operations of some of the top consumer brands, staff and performance management, client and customer journeys, technology adoption, office culture and relationships with key stakeholders. If you thrive in a fast-paced environment and enjoy working within a start-up culture, this role is perfect for you.
What you'll do:
1. Drive the development and optimisation of performance insights through reporting, analytics and investigation
2. Interpret data, identify trends and patterns in trading performance and turn insight into action plans
3. Conduct regular coaching one to one meetings with your direct reports
4. Work closely with the People team to manage resource planning, performance management, recruitment
5. Motivate, encourage and empower high performance from contact centre agents
6. Manage the QA team & work closely with the compliance team to ensure our policies and processes remain abreast of regulatory change
7. Identify processes & systems ripe for change, demonstrate ability to articulate areas of change & successfully manage change projects
What you bring:
1. Five years plus operations management experience gained in a commercial B2C customer care /contact centre environment
2. From a SME/ Start up background
3. Strong background of delivering growth within a B2C contact centre environment
4. Robust project management skills
5. Highly analytical & detail focused thinking approach
6. Innovative thinker looking at new ways of working
7. Proven ability to coach and motivate teams
8. Excellent technical ability including CRM system skills
What sets this company apart:
They offer a fast-paced start-up culture that encourages innovation and personal growth. Their commitment to their employees is demonstrated through their generous benefits package which includes up to £70,000 basic salary plus 10% performance related bonus, 25 days holiday plus bank holidays, company pension scheme, private medical insurance and Perk box membership.
What's next:
Ready to take the next step in your career? Apply now!
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