Contact Centre Manager
£40,000 - £44,000 per annum
Full, time & permanent
Hybrid working available
Your new role
* Manage a team of 22 Contact Centre Advisors
* Co-ordinate the diversity of team
* Maintain and evolve key performance indicators
* Support and motivate the team to achieve strategic objectives
* Contribute to the evolution of the call quality process
* Ensure company processes and procedures are always followed
* Identify areas for team development and service improvement
* Recruitment of new team members
* Manage escalated calls and resolve customer queries
* Role model our company values and working styles
* Think creatively to recommend new ideas that could be utilised by marketing for enhancing sales, raising awareness, and improving efficiencies
* Identify, test, and implement all new system enhancements
* Engage with Contact Centre and other functions to promote employee wellbeing, as well as charity and team building events.
* Perform any other duties as reasonably expected
What you'll need to succeed
* Experience managing a large team of contact centre or customer service advisors
* Same or similar industry knowledge (manufacturing, production or retail preferred)
* Innovative and forward-thinking mentality
What you'll get in return