Contact Centre Manager

  • Full time/Permanent
  • Jarrow
  • Posted 2 weeks ago
  • Salary: £30,000
  • Reference ID: AHJ87

We are currently looking to recruit an experienced Contact Centre Manager for a full-time permanent role in an expanding local company based in Jarrow.

Working within an inbound Contact Centre you will be responsible for the day-to-day management of the Contact Centre, including leading, motivating, developing, and managing a small department of Inbound Sales Advisors, which includes both in house and remote Advisors. You will ensure that performance both, Sales and operationally is at a desired level both within the Contact Centre and at our outsource provider.

Tasks/Key Accountabilities:

  • Manage day to day running of Contact Centre.
  • Manage team and individual performance, including the relationship with Outsource provider.
  • Compile management information, including weekly, monthly reports.
  • Follow procedure to escalate to the relevant department/ person any issues/ escalations relating to IT / system / telephony faults that impact operation at site or at Outsourcer.
  • HR Tasks, including back to work, exit interviews.
  • Conduct regular 121’s with team members.
  • Conduct Call quality reviews with team members and feedback areas for improvement, including devising and reviewing development plans to ensure performance targets are met and follow process for underperformance.
  • Identifies, analyses, and escalates trends affecting sales performance and customer experience.
  • Lead the Sales advisors to provide a world class customer experience whilst maximizing every call received within the department.
  • Manage staff levels depending on media to ensure operational metrics are adhered to, including managing the call backs procedure during periods of high delivery.
  • Record daily statistics for all Advisor performance, including both sales and operational KPI’s.
  • Prepare forecasting based on media and organise shift patterns to meet demand and ensure operational efficiency.
  • Devise, implement and manage incentives within the team to drive performance.
  • Contributing to the design and implementation of change programmes and projects which impact the Contact Centre.
  • Liaise with other department within the company such as Customer Service, Direct Marketing, and IT
  • Maintain up to date industry knowledge.
  • Identifying and instilling best practice, processes and systems and drive continuous improvements.

Skills:

  • Strong Interpersonal skills to deal with people at all levels.
  • Analytical Skills to interpret and identify data and trends.
  • Leadership skills and the ability to motivate and develop staff to achieve targets.
  • Ability to work under pressure, manage time efficiently and work under own initiative.
  • Ability to manage change.
  • Effective resource planning skills
  • Conflict handling
  • Knowledge of Excel/Microsoft/Dynamics and CRM systems desirable
  • Focused and self-motivated approach
  • Working between the hours of 8.00 a.m. and 6.00 p.m. (40 hours per week)

Experience:

  • Previous experience of working in a Contact Centre management role, ideally within a sales environment.
  • Experience of managing change.
  • Experience of work force management and planning for resource deployment
  • Experience of compiling management information
  • Leading teams to achieve targets.
  • Experience of sales, including up and cross selling.
  • Experience of managing service levels, AHT, Abandon times etc.

This is a permanent role with excellent benefits

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