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Contact Centre Manager

Hays Specialist Recruitment Limited
Posted 7 hours ago, valid for 16 days
Location

Cardiff, South Glamorgan CF5 1DR, Wales

Contract type

Part Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

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  • A Financial Services company in Cardiff is seeking an Interim Contact Centre Manager for an initial 3-month period, with the possibility of extension.
  • The role requires a minimum of 3 years of Contact Centre Management experience in a fast-paced environment.
  • Key responsibilities include managing daily operations, resource planning, performance reviews, and resolving escalated customer complaints.
  • The position offers a competitive salary of £40,000 per annum, reflecting the level of responsibility and expertise required.
  • Candidates must be prepared for a credit check and DBS check as part of the onboarding process.

Your new companyA Financial Services company based in the Cardiff area. Your new roleWe are looking to recruit an Interim Contact Centre Manager to start ASAP for an initial period of 3 months.Role overview.Contact Centre Manager to have full management oversight of the Contact Centre, ensuring that the requirements of our customers are met quickly, efficiently and to an excellent standard whilst adhering to company policies, procedures, rules, and regulations.Responsible for meeting, setting, and planning areas of improvement across all inbound and outbound communication channels. To take overall responsibility for the coordination of staff working hours to meet demand. Engage with and motivate the business unit to drive positive staff engagement scores. Position holder to be accountable for the onboarding of new recruits and the quality of staff recruited.Role deliverables

  • Manage the daily running of the contact centre, including effective resource planning and applying effective contact centre strategies and operations
  • Undertake needs assessments, performance reviews and recruitment analysis
  • Managing and resolving any escalated complaints from customers and liaising directly with other department managers when required to agree resolutions on complaints
  • Assist in root cause analysis of complaints to identify any issues with current processes / procedures
  • Set / meet performance targets for speed, efficiency and quality
  • Liaise with team leaders, agents and peer group to gather information and investigate the root cause of issues that are detracting from customer service
  • Monitoring of work systems and procedures, generating and implementing plans to continually improve the quality and standard of the team's team's output
  • Maintaining effective internal controls to ensure compliance with internal procedures, policies and regulatory bodies
  • Forecast and analyse data against budget figures on a monthly basis
  • Ensuring continual improvement in service in order to improve customer satisfaction and customer retention
  • Maintain a low employee turnover, ensuring that staff have a clear career progression framework
  • Driving accountability of direct reports via regular 1:1 meetings and attending team huddles to help deliver business expectations

What you'll need to succeed You'll have Contact Centre Management experience and be comfortable working in a fast-paced environment. What you'll get in returnThis role is expected to last 3 months initially with the chance of an extension. Please note, onboarding will include credit check and DBS check. What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

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In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.