Contact Centre Team Manager

OPTICAL EXPRESS; Glasgow; Sur place; GBP 32 000 - 39 000; Plein temps

Avantages offerts par ce poste

33 days annual leave

Pension scheme

Free Laser Eye Surgery

Free eye tests

Discounted eyewear

Friends and family discount

Training and development

Résumé du poste

Optical Express in Glasgow is seeking an experienced Contact Centre Team Manager to lead multiple agent teams, ensuring service levels and KPIs are met while delivering a consistent quality of care.

You will report to the Head of Contact Centre, oversee recruitment, coaching, and performance management, and work across shifts including evenings and weekends. This role is based in Glasgow and offers a competitive salary and benefits within a global organisation.

Qualifications

• Previous CCM or Team Leader experience required.
• Ability to manage multiple teams with differing brands.
• Excellent communication skills (verbal & written).
• Experience dealing with behaviours and performance per HR framework.

Responsabilités

• Managing the team to ensure consistent call handling (inbound & outbound).
• Report performance and elevate problems.
• Establish and maintain effective work procedures.
• Identify coaching and training needs to improve staff skills and knowledge.
• Evaluate performance and drive KPI achievement.
• Support smooth operation of service and take on additional duties.
• Handle calls and enquiries as required.
• Participate in recruitment of new staff.

Connaissances

CCM experience

Team leader experience

Excellent communication

HR framework experience

Description du poste

Job Title - Contact centre Team Manager

Location - Glasgow City Centre

Hours of work - 40 hrs per week, including evenings and weekends (1:3)

Salary - £35,000 DoE

Optical Express is the UK's only complete eye care provider, and Europe's leading private provider of laser eye surgery and premium intraocular lens and cataract surgery. Each week Optical Express Surgeons undertake more laser eye surgery and private intraocular lens procedures collectively than any other providers.

For over 35 years, millions of patients have trusted Optical Express with their eye care. Operating clinics across the UK, Ireland, and mainland Europe, Optical Express, supported by an esteemed International Medical Advisory Board, is a thought leader in the global optometry and refractive surgery industry.

Optical Express gives patients their very best results through investing in state of the art technology, employing experienced, highly skilled surgeons and optometrists, continuously analysing clinical outcomes and working with pioneers and innovators from within the industry, to include Johnson & Johnson Vision and Zeiss.

Following recent acquisitions and increase in workload, we now have an exciting opportunity for an experienced Contact Centre Manager to join our successful team.

The Team manager role will report directly to our Head of Contact Centre, and be responsible for leading their team of contact centre agents to ensure service levels are achieved at all times.

Job Responsibilities

• Managing the team ensuring a consistent approach to all calls both inbound and outbound
• Report performance and elevate problems
• Establish and maintain effective work procedures
• Review, assess and identify coaching & training needs to provide staff with necessary skills and knowledge, and supporting them at all times.
• Evaluate performance throughout the day, identifying areas for improvement and deliver plan to achieve set KPIs
• Undertake other duties as necessary to support the smooth running of the service
• Handling calls and enquiries as required.
• Taking part in recruitment process for new staff.

Experience

• Previous CCM or Team leader experience
• Ability to manage multiple teams with differing brands
• Excellent communication skills
• Experience of dealing with behaviours and performance in line with our HR framework

Our Contact Centre is operation Monday to Friday, 8am to 9pm, Saturday 9am - 8pm and Sunday 9am to 7pm.

Flexibility towards working hours is essential, as you will need to work 1 weekend in 3 and some evening work.

What's in it for you?

• A competitive salary
• State of the art, modern working environment
• 33days' annual leave per year
• Pension scheme
• Free Laser Eye Surgery and Intraocular Lens Surgery
• Free eye tests
• Discounted prescription eyewear and sunglasses
• Generous Optical Express friends and family discount scheme
• Ongoing training and development opportunities

This is a fantastic opportunity to join a global organisation where you will have the opportunity to grow and develop within a professional working environment.