Job Title: Contact Centre Manager
Location: Ashford
Job Type: Fixed term contract - 12 Months /Hybrid working (Minimum of 2 days a week in the office)
Salary: 33,488 - 37,715 per annum (dependent on experience)
We are seeking a dynamic and experienced Contact Centre Manager to join our Ashford based client on a 12 months fixed term contract. The ideal candidate will have a proven track record of managing a contact centre, driving operational excellence, and ensuring high levels of customer satisfaction. The Contact Centre Manager will be responsible for overseeing day-to-day operations, managing a team of customer service representatives, and implementing strategies to improve efficiency and quality of service.
Key Responsibilities:
* Develop and implement contact centre policies and procedures to ensure optimal customer service delivery
* Manage and motivate a team of customer service representatives to meet performance targets and KPIs
* Monitor and evaluate contact centre operations to identify areas for improvement and implement solutions
* Provide coaching and training to team members to enhance their skills and performance
* Analyse customer feedback and data to identify trends and make recommendations for improvement
* Collaborate with other departments to ensure seamless communication and resolution of customer issues
Qualifications:
* Previous experience as a Contact Centre Manager is essential
* Proven leadership and team management skills
* Strong communication and interpersonal skills
* Ability to analyse data and make data-driven decisions
* Experience with contact centre technology and software
Benefits:
* An extensive handover and induction during August 2024.
* An annual salary of 33,488 - 37,715
* 30-33 days holiday, plus bank holidays (pro-rata).
* Membership of a defined contribution pension scheme, with contributions matched by the company (up to 10% of annual salary depending on length of service).
* Free personal Life Assurance (3 x annual salary).
* Flexible working arrangements, including home working.
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