Contact Centre Manager

Michael Page (UK); Lyndhurst; On-site; GBP 40,000 - 50,000; Full time

Job summary

A reputable organisation in the leisure and tourism sector is seeking a dedicated Contact Centre Manager in Lyndhurst. The successful candidate will oversee day-to-day operations, develop strategies to enhance customer satisfaction, and provide leadership to the team. A competitive salary between £40,000 to £50,000 per annum is offered along with opportunities for career growth in a supportive environment.

Qualifications

• Proven experience in managing a contact centre, ideally in leisure, travel, and tourism.
• A customer-focused mindset with a commitment to high-quality service.

Responsibilities

• Oversee daily operations of the contact centre.
• Develop and implement strategies to enhance customer service.
• Monitor team performance and provide feedback.
• Train and mentor staff.
• Handle escalated customer inquiries.

Skills

Strong leadership and team management skills

Excellent communication and problem-solving abilities

Customer-focused mindset

Proficiency in using contact centre software and tools

Ability to analyse data

Job description

• Work for a well established business
• Business thriving on growth

About Our Client

The employer is a reputable organisation within the leisure, travel, and tourism sector. As a small‑sized company, they are committed to providing high‑quality services and memorable experiences for their customers.

Job Description

The key responsibilities for the Contact Centre Manager Role are:

• Oversee daily operations of the contact centre to ensure smooth and efficient functioning.
• Develop and implement strategies to enhance customer service and satisfaction.
• Monitor team performance and provide regular feedback to maintain high standards.
• Train and mentor staff to ensure professional development and skill enhancement.
• Analyse key performance indicators and prepare reports for senior management.
• Manage schedules and workloads to optimise resource allocation.
• Handle escalated customer inquiries and resolve complex issues effectively.
• Collaborate with other departments to align contact centre objectives with overall business goals.

The Successful Applicant

A successful Contact Centre Manager should have:

• Proven experience in managing a contact centre, ideally within the leisure, travel, and tourism industry.
• Strong leadership and team management skills.
• Excellent communication and problem‑solving abilities.
• Proficiency in using contact centre software and tools.
• A customer‑focused mindset with a commitment to delivering high‑quality service.
• Ability to analyse data and make informed decisions to improve performance.

What's on Offer

• Competitive salary ranging from £40,000 to £50,000 per annum.
• Permanent position with opportunities for career growth.
• Work in a reputable organisation within the leisure, travel, and tourism industry.
• Be part of a supportive and collaborative team environment.

If you are a motivated professional eager to take on a new challenge in Lyndhurst, apply now to become a Contact Centre Manager and make a difference in the hospitality & leisure department.