Job Description
Copart UK Ltd are seeking an experienced Contact Centre Manager to lead our dynamic and fast-paced support team at our Peterlee Contact Centre SR8 2JQ.
In this pivotal role, you will be responsible for ensuring the consistent delivery of outstanding internal and external customer service, which directly contributes to operational efficiency and profitability. You will lead, coach, and inspire a large team, encouraging a culture of excellence, innovation, and continuous improvement.
Key Responsibilities
1. Manage day-to-day operations of the Contact Centre achieving KPI & service targets.
2. Ensure high operational standards across the Contact Centre, aligned with business goals.
3. Continuously evaluate the Contact Centre structure and individual Supervisor performance to drive efficiency, productivity and quality.
4. Build and maintain effective working relationships across departments to deliver seamless customer service.
5. Monitor performance against targets and take action to maintain service standards.
6. Promote a high-performance culture aligned with our mission, vision, and values.
7. Ensure team alignment with company communications, policies, and procedures.
8. Drive innovation through process improvements and efficiency initiatives.
9. Stay curre...