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Call centre supervisor
Deputy Contact Centre Manager

Deputy Contact Centre Manager

Cactus Search

Posted 13 days ago, valid for 14 days

Gloucester, Gloucestershire GL12EH, England

£25,000 - £35,000 per annum

Full Time

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Sonic Summary

A well-known brand is seeking an experienced Contact Centre People Leader for their South West site, offering a shift rotation and 24/7 on-call operational coverage.
The role requires a motivated and resilient individual with previous team manager experience, focusing on delivering excellent service and meeting business objectives.
Key responsibilities include leading the contact centre team, monitoring performance against KPIs, and ensuring effective communication with senior management.
Candidates must possess strong interpersonal, coaching, and leadership skills, along with operational and analytical abilities, and prior experience in a call centre environment.
The position requires a Level 2 DBS clearance and offers a competitive salary, although the specific amount is not mentioned in the job description.

We are working with a well know brand whom are looking for an experience Contact Centre People Leader for their site in the South West.Working on site on a shift rotation (Can be discussed & example plan shared) On call/operational coverage requirement 24/7.We have a vacancy for an enthusiastic and focused People Manager to join our clients busy, vibrant team. The successful candidate will be motivated, resilient, organised, high calibre and dedicated to delivering a great service - If you have previous team manager experience, get in touch!About the role:

Lead the CC team to meet and exceed business objectives, service targets corporate goals including operational metrics, quality, customer satisfaction, client satisfaction, and absenteeism and attrition.
Responsibility for operational processes & overall delivery & business performance
Continually review and monitor work performance of all advisors against agreed KPI’s, ensuring that calls are handled professionally.
Support the completion & circulation of all reporting to the customer/ clients as per the contractual requirements.
Maintain regular communications and feedback, ensuring accurate and timely communication of any client/campaign issues to Senior CC Manager.

Who are we looking for?

Evidence of effective interpersonal, coaching and leadership/supervisory skills.
Previous Team Leading / Managerial experience is essential.
Reporting, Operational and Analytic skills.
Planning & Logistics experience
This role requires LEVEL 2 DBS clearance
Previous experience working in a call centre environment is essential.
Excellent verbal and written communication skills.
Good numeric and verbal reasoning skills.
Effective problem-solving skills.
Performance management skills and experience.
Client/customer management skills

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