CONTACT CENTRE MANAGER
BRISTOL / HYBRID
£50-65k
Our client based in Bristol is looking to recruit a Contact Centre Manager to join their team on a full-time, permanent basis.
About the role
The Contact Centre Manager is responsible for direct line management of 15 Advisors and regular engagement with clients along with supporting the Customer Contact Director with leading the customer contact strategy.
Responsibilities
* Leading, coaching and developing a team of c15 Advisors to deliver against performance targets
* Owning the customer contact journey map, embedding continuous improvement throughout
* Leading client engagements from a day-to-day and escalation point
* Acting as the technical SME for contact centre platforms
* Building strong trusted relationships with clients and internal teams
Required skills & experience
* Experience leading high-performing customer service teams within a regulated contact centre environment, preferably Financial Services
* Preferably have experience with vulnerable customers
* Expert in coaching, people development and performance management
* Ability to be hands-on with the day-to-day team management whilst also involved in the long-term strategy
* Proven track record of driving service improvement and operational efficiency
* Expert in contact centre technologies, sourcing and implementing platforms including telephony, CRM, WFM, QA tools and Knowledge Systems
* Excellent stakeholder management and communication skills, experienced in collaborating closely with other departments.
Next steps
If you’re professional, hard-working and interested in becoming a Contact Centre Manager, apply today with your current CV!
Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren\'t contacted within 7 days, please assume your application was not selected.
Don’t miss out! Apply today!
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