Contact Centre Manager

Job title:              Contact Centre Manager

Location:             Driotwich

Salary:                 £36,000 basic OTE circa £43,000

Hours:                  Monday to Friday

Our client is a leading mobility solutions provider dedicated to improving the lives of their customers. They specialize in offering innovative mobility products and services to enhance accessibility, independence, and convenience for individuals with mobility challenges.

They are seeking a dynamic and experienced Contact Centre Manager to lead their customer support team. As a Contact Centre Manager, you will play a pivotal role in ensuring our customers receive the highest level of service while managing and motivating a dedicated team of customer support representatives.

What’s in it for you?

• Casual dress
• Company events
• Company pension
• Free parking
• Health & wellbeing programme
• On-site parking
• Referral programme
• Work from home

Day to day duties will include the following:

• Motivate and manage staff to achieve set targets.
• Manage and co-ordinate the activities of the department.
• Maintain the general discipline within the department.
• Monitor managers’ appointment availability, bringing leads forward in the call schedule if necessary.
• Deal with any disciplinary or grievance issues that may arise with guidance and support from HR.
• Interview and recruit new members of staff.
• Produce reports, on various subjects, including statistical analysis, for senior management, as required.
• Maintain all aspects of the call centre telephone system.
• Train new and develop existing members of staff
• Monitor calls to ensure that company procedures are adhered to; ensure consistency of service and identify any training needs.
• Help Contact Centre Executives in respect of the computer system and company procedures.
• Liaise with managers or agents in regard to appointment or customer queries.
• Organise the rota for weekend working, ensuring that there is adequate cover.
• Provide departmental staff with regular feedback on their performance.
• Calculate, on a monthly basis, wages and bonuses.
• Ensure that any appointments which need to be rearranged (CTRAs) are dealt with quickly and efficiently.
• Assist with the effective provision of good customer service.
• Ensure that the phone system is diverted to the out of hours answering service at the end the close of business and restored at the start of business.
• As a senior manager, to be available for any call outs that occur in relation to the security of the building.
• Ensure that the working environment is compliant with current Health and Safety legislation.
• Any other duties as deemed necessary

As an individual you will need the following:

• Proven experience within a Contact Centre Management role.
• Strong leadership and team management skills
• Track record of developing and motivation teams to achieve performance goals
• Excellent communication and interpersonal skills
• Solid understanding of Customer Service
• Proficiency in Contact Centre Software and reporting tools
• Problem-solving and conflict resolution skills
• Flexibility and adaptability skills

Office Workforce are responsible for thousands of temporary, temp-to-perm and permanent vacancies across the Midlands. We operate from several prime locations in the area, and are likely to have an office right near you. Our team offer a unique service tailored to match your precise needs, and can assist you with the following job categories, Clerical and Administration, Call Centre, Customer Services, Sales and Business Development, Secretarial and PA, Professional and Management. We are always on the lookout for the very best talent, so if you know anyone, refer them to our professional and friendly team who will be more than happy to help.

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