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Contact Centre Manager
Job Market – Insurance Repairs / Contact Centre
Contact Centre Manager – About the role
Responsible for the effective management of a UK Contact Centre by coordinating managing and directing operations and to ensure that the unit meets its financial, quality and customer service targets.
To take ownership of the Contact Centre function to allow for efficient and effective handling of all calls. Building relationships with key stakeholders including our clients and ensuring strong communication from members of their team throughout any interactions.
Contact Centre Manager – Key duties
Performance Management of the Contact Centre team
Understand the customer needs & requirements
To create a highly motivated workforce
Conduct detailed analysis within the Contact Centre, providing specifications for resource planning
Day to day demand and capacity planning and management of the Contact Centre including shift plans
Develop contingency plans to ensure continuous operation of the Contact Centre Function
Ensure recruitment is planned and delivered in line with agreed resource plan
Systematically review Contact Centre performance and take corrective actions
Constantly review current working practices and re-engineer business processes to deliver best practice
Implement change programmes in line with agreed projects and initiatives
Deliver and co-ordinate training to new and existing staff to improve understanding and performance
Foster a customer focused culture within the Contact Centre
Establish key relationships throughout the business environment both internal and external.
Contact Centre Manager – Key requirements
Performance Management
Operational experience required
Relationship building
Excellent communication skills and a positive can do attitude.
Along with our client, we are committed to a diverse workforce and as such recruit from a wide available pool of talent, with the hiring, assessment and selection process being fair, free from bias and one which ensures the right person is selected for the job, based on merit. We treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.
A copy of our D&I policy can be made available upon request.
