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Contact Centre Manager
Monday - Sunday: 40 HOURS PER WEEK - 8.00AM - 7.00PM (WEEKEND WORKING MAY BE REQUIRED
Annual Salary between £36,000 to £38,000 DOE
What's in it for me?
People Solutions are currently recruiting for a Contact Centre Manager to join our well-established client based in Birmingham, West Midlands. This is a fantastic opportunity offering a great annual salary with great benefits.
What are the benefits?
- 22 days holiday plus bank holidays increased following 2 years service
- Purchased holiday scheme following 2 full years service
- Employee discount up to 50%
- Health cash plan available
- Company Workplace Pension.
- Free tea and coffee
- Company Pension
- Employee Discount
- On-site Parking
- On-site Canteen
- Career Development
- Health cash plan available
Day to Day Duties
- Leading, managing and motivating a team of telephone-based Customer Service Advisor.
- Support with the recruitment of the customer service team.
- Write and deliver customer service training to the team.
- Develop, write and implement the customer service procedures including SLAs and KPIs.
- Deal with customer complaints, queries and escalations.
- Development and coaching of the team, including performance management when required.
- Manage staff rotas ensuring that the department is adequately manned.
- Offer support to customers via telephone, email and social media channels.
Essential Skills
- Previous experience as a Customer Service Supervisor or Manager within a similar environment.
- Confident, with the ability to work under pressure.
- Able to meet deadlines.
Desirable Experience
- Sound business knowledge.
- Excellent communication skills.
- Experience using Fresh Desk
- Experience using Digital Genius
What training is provided?
- Systems training will be provided along with a full company assessment - Full training will be provided 'on the job' starting on day one.
Contact
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