Contact Centre Manager

Operations Team Leader

Salary – Up to £45,000 per annum dependant on experience

Working hours – Working 35 hours per week between 8am – 6pm Monday to Friday

Location – Hull, HU3. Hybrid working 2 days in office.

Contract – Permanent

Responsibilities

• Managing, coaching and developing a triage team to deliver excellent customer service.
• Working with team members to meet customer needs in a responsive and efficient manner.
• Managing escalated problems and performing root cause analysis of any trends identified to improve customer experience.
• Driving employee engagement through effective communication in one-to-one meetings and team meetings.
• Ensure all KPI's are met and adhered to.
• Analysing and monitoring key performance metrics to enable forward capacity planning, identify key trends and spot performance efficiency opportunities.
• Delivery of daily, weekly and monthly insight from the MI and reporting to support the Head of Legal Advisory and Team Leaders in the oversight and efficient running of the operational service.

Experience

• Professional Services Contact Centre experience gained within a managerial capacity.

Skills

• Self-motivated with the ability to think ahead
• Excellent time management and prioritisation skills
• Strong people management skills and proven ability to maintain high performance in their team
• Effective analytical skills
• Excellent communication skills, demonstrating ability to relay information and seek buy-in appropriately at all levels
• Flexibility and resourcefulness
• Commercial understanding

Knowledge

• Knowledge and ability to use Microsoft Office applications – Excel, Word, PowerPoint
• Understanding and interpretation of data, MI and reporting

Please apply now or send your CV to