Contact Centre Manager

Cactus Search; Slough; On-site; GBP 40,000 - 55,000; Full time

Job summary

A dynamic company in Slough is seeking a Contact Centre Manager to lead a high-performing team. This pivotal role involves driving performance, enhancing customer satisfaction, and operational efficiency. The ideal candidate will have proven experience in contact centre management and exceptional leadership skills, fostering a culture of excellence in a fast-paced environment.

Qualifications

• Proven experience as a Contact Centre Manager or senior leadership role.
• Strong understanding of contact centre operations and technologies.
• Ability to inspire and motivate teams.

Responsibilities

• Lead and develop a team to achieve KPIs and SLAs.
• Manage daily operations for efficient service delivery.
• Drive continuous improvement in customer experience.

Skills

Leadership skills

Analytical skills

Communication skills

Problem-solving skills

Change management

Tools

Contact centre technologies

Reporting tools

Workforce management systems

Job description

Are you a dynamic leader with a passion for delivering exceptional customer experiences? We’re looking for a Contact Centre Manager to join our growing team in Slough. In this pivotal role, you’ll lead a high-performing contact centre operation, driving performance, customer satisfaction, and operational efficiency.

This is an exciting opportunity to join a forward-thinking company where your expertise will make a real impact. You’ll be instrumental in shaping a culture of excellence, motivating a team, and delivering results in a fast-paced, customer-focused environment.

Key Responsibilities

• Lead, coach, and develop a team of Team Leaders and Customer Service Advisors to achieve KPIs and SLAs.
• Manage day-to-day operations of the contact centre, ensuring smooth and efficient service delivery.
• Drive continuous improvement initiatives to enhance customer experience and operational effectiveness.
• Monitor performance metrics and report on key operational data.
• Recruit, train, and onboard new team members in line with business needs.
• Collaborate with other departments to ensure a seamless customer journey.
• Handle escalated customer issues with professionalism and a solution-focused approach.
• Implement and manage workforce planning, scheduling, and forecasting.

Requirements

• Proven experience as a Contact Centre Manager or in a senior leadership role within a contact centre environment.
• Strong understanding of contact centre technologies, reporting tools, and workforce management systems.
• Exceptional people management skills with the ability to inspire and motivate teams.
• Data-driven decision-making and strong analytical skills.
• Excellent communication and problem-solving abilities.
• Experience in managing change and driving performance improvement.