CONTACT CENTRE MANAGER
Salary: up to £70k + 10% performance related bonus
Location: South Manchester – onsite role
Contract: Permanent
Keywords: Operations Management, Contact Centre, Performance Management, Data Analysis, Change Management
Our client is seeking a commercially aware and experienced Contact Centre Manager. This role offers an exciting opportunity to manage a multi-site, multi-brand team within a rapidly expanding organisation. You will be responsible for managing day-to-day operations of some of the top consumer brands, staff and performance management, client and customer journeys, technology adoption, office culture and relationships with key stakeholders. If you thrive in a fast-paced environment and enjoy working within a start-up culture, this role is perfect for you.
What you'll do:
As a Contact Centre Manager, you will play a pivotal role in driving the growth of our client's business. Your primary responsibility will be to manage the day-to-day operations of some leading consumer brands. This includes staff and performance management, overseeing client and customer journeys, adopting new technologies, fostering a positive office culture and maintaining strong relationships with key stakeholders. You will also be tasked with interpreting data to identify trends and patterns in trading performance. Your insights will be crucial in developing action plans that address performance concerns promptly. Additionally, you will work closely with the People team on resource planning, recruitment and performance management. Your leadership skills will be instrumental in motivating contact centre agents to perform at their best.
- Drive the development and optimisation of performance insights through reporting, analytics and investigation
- Interpret data, identify trends and patterns in trading performance and turn insight into action plans
- Conduct regular coaching one to one meetings with your direct reports
- Work closely with the People team to manage resource planning, performance management, recruitment
- Motivate, encourage and empower high performance from contact centre agents
- Manage the QA team & work closely with the compliance team to ensure our policies and processes remain abreast of regulatory change
- Identify processes & systems ripe for change, demonstrate ability to articulate areas of change & successfully manage change projects
What you bring:
The ideal candidate for the Contact Centre Manager position brings over five years of operations management experience in a commercial B2C customer care or contact centre environment. You have a proven track record of delivering growth within such environments both operationally and by implementing change initiatives. Your robust project management skills enable you to run existing projects and identify new opportunities for growth. You are highly analytical and detail-focused, with the ability to analyse and solve problems effectively. Your innovative thinking allows you to pioneer new techniques and improve existing ones. Your proven ability to coach and motivate teams will be crucial in this role. Additionally, your excellent technical abilities, including CRM system skills, will be a significant asset.
- Five years plus operations management experience gained in a commercial B2C customer care /contact centre environment
- Strong background of delivering growth within a B2C contact centre environment
- Robust project management skills
- Highly analytical & detail focussed thinking approach
- Innovative thinker looking at news ways of working
- Proven ability to coach and motivate teams
- Excellent technical ability including CRM system skills
What sets this company apart:
They offer a fast-paced start-up culture that encourages innovation and personal growth. Their commitment to their employees is demonstrated through their generous benefits package which includes up to £70,000 basic salary plus 10% performance related bonus, 25 days holiday plus bank holidays, company pension scheme, private medical insurance and Perk box membership.
What's next:
Ready to take the next step in your career? Apply now!
Apply Today by clicking on the link provided!
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates
