Contact Centre Manager

Contact Centre Manager

£60,000 (OTE £10,000)

North West Kent

The primary function is to be the customers champion within the business. You will achieve this by managing the growing in-house Sales and Customer Services teams (currently circa managing 35) ensuring the targets are met, management of inbound and outbound calls to ensure the customer service we offer is excellent. Additionally, manage the relationship with the outsourced call centre for overflow, out of hours and weekend call management on a day-to-day basis. You will lead from the front, providing hands-on support to the team, as well as providing the motivation and training to increase performance. Joining our daily sales meetings, you will work closely with our Head of Customer Excellence to enhance communication, drive further sales, and ensure a fantastic customer experience throughout the buying journey.

Your experience

You will have proven contact centre experience either as a manager or an established team leader as well as the following:

• Experience of problem solving and complaint handling.
• Strong interpersonal/communication skills.
• Good organisational skills.
• The ability to communicate and influence at all levels including senior management.
• Strong personal presence, confidence, and credibility.
• Previous experience of working to targets and SLA’s.
• Able to demonstrate experience of dealing with difficult situations whilst remaining professional, tactful, and calm.
• An established contact centre leader with a positive outlook and a supportive approach to leadership.

Your role

• Lead, coach and motivate the Sales Advisors to deliver outstanding performance.
• Ensure that the team provide first class customer service, delivering a positive experience for all customers.
• Collaborate with site managers regarding work volumes and any other information which needs to be communicated.
• Ability to analyse data and understand operational objectives.
• Continually review and develop processes which remove waste activity and enhance operations and the customer journey.
• Proactively monitor and react to workload and workflow to ensure the delivery of agreed SLA’s and KPI’s.
• Manage any customer dissatisfaction or complaints ensuring satisfactory outcomes.
• The successful candidate will be foremost a great people manager able to inspire and create a positive and happy working atmosphere in an occasionally pressured environment. You will also be analytical, numerate and IT literate and calm, with an ability to cope with busy peaks and proactively utilised the quieter times.