We are looking for an experienced and dynamic Contact Centre Manager to join our team. In this role, you will lead and manage a team of collectors, ensuring their performance and development while meeting key performance indicators (KPIs) and business objectives. You will motivate, coach, and manage your team to deliver exceptional customer service, meet revenue targets, and drive operational success.
Contact Centre Manager Key Responsibilities:
Manage and lead a team of collectors, addressing performance issues and ensuring targets are met.
Set and monitor revenue targets for individuals and the team on a daily, weekly, and monthly basis.
Conduct 1-2-1s, coaching, feedback, and performance management sessions with collectors.
Ensure the contact centre meets its SLAs and KPIs, exceeding customer expectations.
Collaborate with dialler and campaign managers to ensure call volume demands are met.
Analyze data to identify trends and issues, addressing call abandonment, delays, and performance concerns.
Work closely with HR on attendance management, ensuring SLA compliance.
Support process improvement initiatives and report findings at regular meetings.
Ensure compliance with relevant policies, client guidelines, and regulations.
Assist with recruitment planning for the Customer Services Department workforce.
Liaise with internal teams (HR, IT, Payroll, Enforcement) to resolve issues and ensure smooth operations.
Support change management projects within the depar...