About us
Contact Centre Manager Job Description
The Contact Centre Manager plays a crucial role in the success of the organisation. This involves leading specialist resources to meet contractual performance standards and driving operational effectiveness through best practice initiatives and proactive solutions.
* Drive operational effectiveness by implementing best practices, managing resource priorities, and developing proactive solutions.
* Maintain strong relationships with clients by providing valuable feedback and identifying new business opportunities.
* Consistently deliver on financial accountability by meeting budgetary targets and key performance indicators.
* Regularly review and assess performance and delivery standards.
* Evaluate and evolve solutions with input from stakeholders to address challenges.
* Ensure the output of the Contact Centre meets contractual performance expectations.
* Develop leadership and support for direct reports, appraise their performance, ensure employees complete required training, and provide development opportunities.
About you
You are an experienced Contact Centre Manager with exceptional relationship skills and a strong track record in employee retention, client performance, and financial targets. You build strong connections internally and externally and can create and interpret reports to drive data-informed decisions.
Key Skills and Qualifications Required
* Substantial experience within a similar role.
* Experience working directly with clients and senior stakeholders.
* Knowledge of contact centre operating metrics.
* Proven ability to lead and motivate teams.
Benefits
This role offers a challenging and rewarding career path for individuals who thrive in fast-paced environments and are passionate about delivering exceptional customer experiences.
Ongoing Opportunities
We offer continuous professional development opportunities to help our employees grow and succeed in their careers.