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Operations Team Leader
Salary: Up to £45,000 per annum depending on experience.
Working hours: 35 hours per week, Monday to Friday, between 8am – 6pm.
Location: Hull, HU3. Hybrid working (2 days in the office).
Contract: Permanent.
Responsibilities
* Managing, coaching, and developing a triage team to deliver excellent customer service.
* Working with team members to meet customer needs efficiently and responsively.
* Managing escalated problems and performing root cause analysis to improve customer experience.
* Driving employee engagement through effective communication in one-to-one and team meetings.
* Ensuring all KPIs are met and adhered to.
* Analyzing key performance metrics for capacity planning and performance improvement.
* Delivering insights from MI and reports to support operational oversight.
Experience
* Professional Services Contact Centre experience in a managerial role.
Skills
* Self-motivated with proactive thinking.
* Excellent time management and prioritization skills.
* Strong people management skills with a track record of high team performance.
* Effective analytical abilities.
* Excellent communication skills for relaying information and securing buy-in.
* Flexibility and resourcefulness.
* Commercial understanding.
Knowledge
* Proficiency in Microsoft Office (Excel, Word, PowerPoint).
* Understanding and interpretation of data, MI, and reporting.
Application
Please apply now or send your CV to [contact email].
Additional Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Customer Service
* Industries: Telephone Call Centers
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