Contact Centre Manager

TN United Kingdom; Wolverhampton; Hybrid; GBP 40,000 - 44,000; Full time

Job description

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Contact Centre Manager £40,000 - £44,000 per annum
Full, time & permanent
Hybrid working available

Your new role

1. Manage a team of 22 Contact Centre Advisors
2. Coordinate the diversity of the team
3. Maintain and evolve key performance indicators
4. Support and motivate the team to achieve strategic objectives
5. Contribute to the evolution of the call quality process
6. Ensure company processes and procedures are always followed
7. Identify areas for team development and service improvement
8. Recruit new team members
9. Manage escalated calls and resolve customer queries
10. Role model our company values and working styles
11. Think creatively to recommend new ideas that could be utilised by marketing for enhancing sales, raising awareness, and improving efficiencies
12. Identify, test, and implement all new system enhancements
13. Engage with Contact Centre and other functions to promote employee wellbeing, as well as charity and team building events
14. Perform any other duties as reasonably expected

What you'll need to succeed

1. Experience managing a large team of contact centre or customer service advisors
2. Same or similar industry knowledge (manufacturing, production or retail preferred)
3. Innovative and forward-thinking mentality

What you'll get in return

• 25 days annual leave + bank holidays
• Private healthcare
• Managerial bonus scheme