Contact Centre Manager

Contact Centre Manager

Salary 40k

Commission up to 1000 per month

OTE of 52k

This is an exciting opportunity for the right individual to join our team on our GI (General Insurance) department.

Responsible for between 30 and 50 FTE + management team, you will spearhead a blend of both outbound Lead gen agents and experienced sales advisors, this will be on a 2-1 basis (two lead gen agents to every sales advisor)

Responsibilities: -

Responsible for all aspects of the day to day running of the contact centre including :-

• Conducting Monthly 1-2-1s sessions with the management team (x2 at present)
• Overseeing the delivery of staff health checks and monthly 1-2-1 sessions
• Conducting coach the coach sessions
• Completing call calibration sessions
• Working with key stakeholders to ensure compliance scores are being delivered.
• Creating succession plans in order to give opportunities across the department.
• Responsible for the delivery of all operational sales targets including Leads/Sales and conversion.
• Managing behaviours and thus maintaining a professional department in line with HR processes.
• Ability to motivate via various initiatives keeping a fresh approach.
• Proficient in Microsoft packages such as Excel etc
• Understanding although in-depth knowledge not essential of dialler management systems
• Competent in working on CRM systems.
• Reporting directly to both Head of Sales and Operational Director

This is a fully hands on role presenting a fantastic opportunity for the right candidate, giving the opportunity to own and develop to their own department forward.