Contact Centre Manager Job Market Insurance Repairs / Contact Centre Contact Centre Manager About the role Responsible for the effective management of a UK Contact Centre by coordinating managing and directing operations and to ensure that the unit meets its financial, quality and customer service targets. To take ownership of the Contact Centre function to allow for efficient and effective handling of all calls.Building relationships with key stakeholders including our clients and ensuring strong communication from members of their team throughout any interactions. Contact Centre Manager Key duties Performance Management of the Contact Centre team Understand the customer needs & requirements To create a highly motivated workforce Conduct detailed analysis within the Contact Centre, providing specifications for resource planning Day to day demand and capacity planning and management of the Contact Centre including shift plans Develop contingency plans to ensure continuous operation of the Contact Centre Function Ensure recruitment is planned and delivered in line with agreed resource plan Systematically review Contact Centre performance and take corrective actions Constantly review current working practices and re-engineer business processes to deliver best practice Implement change programmes in line with agreed projects and initiatives Deliver and co-ordinate training to new and existing staff to improve understanding and performance Foster a customer focused culture within the Contact Centre Establish key relationships throughout the business environment both internal and external. Contact Centre Manager Key requirements Performance Management Operational experience required Relationship building Excellent communication skills and a positive can do attitude. Along with our client, we are committed to a diverse workforce and as such recruit from a wide available pool of talent, with the hiring, assessment and selection process being fair, free from bias and one which ensures the right person is selected for the job, based on merit. We treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances. A copy of our D&I policy can be made available upon request.