Job Summary
We are seeking a dynamic and experienced Contact Center Manager to lead our customer service team. The ideal candidate will possess strong leadership qualities and exceptional communication skills, with the ability to manage and motivate a diverse team. Previous experience in Health care & Pharmaceutical Industry is a plus, though we provide comprehensive training for candidates with a strong commitment to helping others. This role involves overseeing daily operations, ensuring high-quality service delivery, and implementing strategies to enhance customer satisfaction.
Duties
* Lead and supervise the call centre team, fostering a positive and productive work environment.
* Develop and implement effective call centre strategies to improve performance metrics and customer satisfaction levels.
* Monitor call centre operations, analysing data to identify trends and areas for improvement.
* Provide ongoing training and support to staff, ensuring they have the necessary skills to excel in their roles.
* Handle escalated customer inquiries and complaints with professionalism and efficiency.
* Collaborate with other departments to enhance service delivery and resolve issues promptly.
* Prepare regular reports on call centre performance for senior management review.
Experience
* Proven experience in a supervisory or management role within a call centre environment.
* Strong analytical skills with the ability to interpret data and make informed decisions.
* Excellent leadership capabilities, demonstrating the ability to inspire and motivate a team.
* Exceptional communication skills in both English and Spanish; additional languages are a plus.
* Experience in developing training programmes and performance improvement initiatives is advantageous. Join us in creating an exceptional customer experience while leading a talented team
Job Type: Full-time
Pay: £35,000.00-£45,000.00 per year
Benefits:
* On-site parking
Work Location: In person