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Contact Centre Manager

Published 2018-02-05 15:32:15

Gloucester , England.
Start : ASAP Experience : Expected

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Job description

Contact Centre Manager                                                                              Up to £35,000 + company benefits Gloucestershire   Our client, a national organisation, is currently seeking an experienced Contact Centre Manager to join their Gloucestershire operation on a full-time, permanent basis. This is a fantastic opportunity to build upon previous managerial experience whilst also developing professionally within an exciting and dynamic environment.   As a Contact Centre Manager, your primary duties would involve leading circa 85 employees, maintaining the organisation’s reputation for providing the very best levels of customer service across the industry.   Other duties and responsibilities include: ·         Daily management of 5 Team Leaders, 5 Supervisors and circa 75 Customer Service Assistants ·         Owning, developing and managing the performance of the customer support teams through effective leadership of the Team Leaders ·         Ensuring that all Assistants offer excellent customer service to all customers and meet set SLAs ·         Working closely with other departments within the business to understand and identify trends and opportunities to improve service ·         Deputising for the Head of Customer Support as required ·         Leading and inspiring the team to grow within the organisation ·         Creating an efficient yet fun working environment ·         Identifying opportunities for improvement – working with business leads to develop improvement plans   Skills and knowledge:   ·         Contact centre management experience essential ·         Extensive customer liaison experience in both B2B and B2C settings ideally ·         Good working knowledge of database and word processing software ·         Exceptional customer service skills ·         Problem solving ability ·         Excellent time management and prioritisation skills ·         Excellent level of verbal and written communication skills ·         Solutions focused and resourceful ·         Able to manage own work load by taking a methodical and organised approach ·         Creative and innovative   This is a full-time, permanent role. If you feel this could be the opportunity for you, apply directly at   or alternatively you can contact us directly on the office number 01242 228 200.  
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