Contact Centre Manager

CCA Recruitment Group; Rushall; On-site; GBP 41,000 - 68,000; Full time

Benefits offered by this job

Bonus

Benefits

Job summary

CCA Recruitment Group is seeking an experienced Contact Centre Manager for a permanent role in the West Midlands. The role oversees a large contact centre and focuses on delivering excellent customer journeys while managing performance and cost control.

You will coach Team Leaders, drive KPI performance, and shape the culture to put the customer first. The ideal candidate has history of working with vulnerable customers and strong stakeholder engagement.

Qualifications

• Experience managing contact centre performance and KPIs.
• Background in vulnerable customers preferred.
• Excellent stakeholder engagement and communication.
• Ability to coach and develop others using coaching models.
• Ability to lead culture and drive improvements.

Responsibilities

• Oversee day-to-day delivery of department performance.
• Lead engagement results and customer-first approach.
• Coach and support team to drive sales through conversations.
• Drive change and optimise department deliverables and operating practices.
• Build internal networks to support initiatives.

Skills

Team leadership

KPI management

Stakeholder engagement

Coaching & development

Strategic planning

Job description

Role: Contact Centre Manager

Salary: Up to £68,000 DOE + bonus + benefits

Contract: Permanent, Full-Time

Location: West Midlands 100% office based Mon-Fri

This is an exciting opportunity for an experienced Contact Centre Manager to join our client on a permanent basis. Ideally you will be from a background of understand vulnerable customers. Leading a contact centre team of up to 150FTE.

Are you passionate about developing your team?

Can you achieve fantastic results through great customer experience?

About the Contact Centre Manager Role:

You will manage the day-to-day delivery of performance of your department, the department engagement results and ensuring your team put the customer first in everything they do.
Coaching and supporting your team to drive sales performance through behaviours and great conversations will the role - we need someone who is willing to roll up their sleeves and champion best practice, therefore a background and sound understanding of coaching and developing others through known coaching development models is necessary.
Lead the culture, pace, and tone of the environment; coaching and mentoring future leaders as opposed to managing people via tasks, targets, and processes
Driving change, presenting solutions, and optimising department deliverables and operating practice will form part of your role - to do this you will need a fantastic internal network, built by demonstrating your ability to be personable, professional and collaborative.

About You:

• You will be an experienced Contact Centre Manager leading teams of Team Leaders.
• You will have proven experience surrounding team performance and contact centre KPI's.
• You will have worked in a vulnerable customer background and understand the requirements and expectations surrounding an exceptional customer journey.
• Excellent stakeholder engagement and management experience.
• An ability to plan strategically, creating a roadmap of operational plans that can drive results.
• Passion around coaching to drive performance.
• Strong leadership skills and an excellent communicator
• An innovative approach with a focus on best practice