We are looking for an experienced Contact Centre Manager to lead and motivate our team based in Runcorn. Reporting to the Managing Director, you will oversee daily operations and drive performance across all areas, ensuring we deliver consistently excellent service and meet business objectives.
This is an excellent opportunity to join a fast paced team environment that is currently on a significant growth strategy. The successful applicant will be able to support us as we continue on this growth and bring a positive, can do attitude and help to ensure our teams embrace the exciting changes we are making.
To be successful in this role you will be an excellent people manager who can drive performance through leadership, coaching and building a great learning culture. We are one team and succeed together. You will manage our front line teams in our head office to ensure we provide the best results for our Clients, our customers and our company. You will have managed Team leaders before and thrive on seeing your teams perform above expectations.
DCB Ltd is a specialist in the provision of collections and debt recovery services in a number of sectors.
Responsibilities:
* Manage day-to-day contact centre activities across telephone, webchat and email.
* Manage any partner performance related to DCBL activity including off shore.
* Ensure performance targets are consistently achieved, including service levels and call handling.
* Analyse performance data to identify trends and implement continuous improvement plans.
* Produce collections and productivity reporting for review at weekly management meetings.
* Liaise with the Dialler Manager to ensure our inbound and outbound contact strategies are managed effectively and compliantly.
* Ensure consistent coaching and feedback is provided to all team members.
* Work with learning and development teams to adapt training based on requirements.
* Work with the head of Contact centre Technology to identify and implement solutions to improve service and cost.
The successful Applicant will have:
* A minimum of 3 year’s experience in a contact centre including at least 2 years in management, with a proven track record in coaching, performance management and people development.
* Experience in debt recovery, collections and complaints is essential.
* Build strong relationships with colleagues in all departments.
* Strong analytical and problem-solving skills, with the ability to use data to inform decisions.
* A good knowledge of contact centre ways of working including telephony platforms, diallers and multi channel activity.
* A positive outlook with a ‘team player’ attitude.
* The ability to work autonomously.
* The confidence making decisions in line with the client expectations and best interests of the company.
* The ability to work in a methodical and organised manner.
* The ability to cope in a busy and fast paced working environment.
* A high attention to detail.
Benefits you will receive:
* Salary £40,000 per annum with a potential bonus of £500 per month (OTE £46,000.00)
* Monday - Friday schedule (36.5 hours per week)
* Early finish Fridays
* Dress Down Fridays
* 30 days holiday (including Bank Holidays)
* Employee Assistance Programme
* Newly refurbished offices
* Free Mersey Gateway bridge pass
* Free parking
* Free tea and coffee facilities
* Free monthly lunch
* Employer contributed pension (applicable after qualifying period)
* Full training provided
* Career development and progression opportunities
* Rapidly expanding multi-functional operation
#J-18808-Ljbffr