Contact Centre Manager (ID:18321)

Intitulé de poste
Customer Services Jobs
Type de contrat
Coventry & Warwickshire
£50,000 - £55,000
Date de création
Date d’expiration
Secteur d’activité
Banking and Finance
An industry-leading brand seeks a highly motivated and driven Contact Centre Manager to join their team in South Birmingham. This is an office-based opportunity with no evening or weekend work required.

As the Contact Centre Manager, you will play a pivotal role in directing, leading, inspiring, developing, and managing a team of Team Leaders and Customer Service Advisors. Your primary focus will be to ensure key operational targets and service levels are consistently achieved and maintained through effective team management.

In this role, you will have the opportunity to showcase your passion, enthusiasm, and energy in driving the performance of our Contact Centre. You will cultivate a culture of customer and commercial excellence, organisational efficiency, and a commitment to continuous improvement within your team.
Key Responsibilities:

  • Oversee the day-to-day operations of a contact centre team of approximately 70 full-time employees (FTEs)
  • Manage team workloads, prioritise tasks, and make independent decisions without constant referral to line management
  • Identify and address performance gaps, productivity issues, and quality concerns through coaching, training, or performance management initiatives
  • Build and maintain strong relationships with customers, suppliers, and internal stakeholders, with proven communication skills to provide/obtain information, clarify details, and explain/implement policies and procedures
  • Act as the main point of contact for customers and internal management
  • Monitor targets, service volumes, and Service Level Agreements (SLAs) for all operational staff
  • Develop and coach reporting Team Leaders to enhance their performance and contribution to the business and their teams
  • Conduct team briefings, operational meetings, and feedback sessions
  • Proactively identify and resolve issues affecting service delivery
  • Manage the customer journey and complaints, ensuring first-time resolution
  • Coach advisors through challenging calls, utilising experience and knowledge

Essential Criteria:
Applicants must have operational experience of managing a contact centre in an office environment with more than 50 full-time employees, including team leaders. Candidates without this experience will not be considered.
Katie Bard is an equal opportunities employer committed to promoting diversity and inclusion in the workplace. Katie Bard is acting as an agency.