Contact Centre Team Manager

Contact Centre Team Manager

Location: Denton, ManchesterDepartment: Contact CentreReports to: Contact Centre ManagerSalary: Competitive

Job Summary:

I am seeking a dynamic and motivated Contact Centre Team Manager. The successful candidate will have an outgoing personality, a passion for team development, and a desire to implement innovative ideas that enhance the service delivery.

Key Responsibilities:

• Lead and inspire a team of advisors, ensuring high levels of performance and engagement.
• Conduct regular team meetings to communicate objectives, performance metrics, and company updates.
• Monitor team performance against KPIs and targets, providing coaching and support to enhance skills and productivity
• Conduct performance reviews and develop individual development plans for team members.
• Participate in the recruitment process, including conducting interviews and collaborating with HR to select the right candidates.
• Onboard and train new team members, ensuring they have the tools and knowledge needed for success.
• Identify opportunities for process improvements within the team and implement solutions to enhance efficiency and customer satisfaction.
• Bring forward new and exciting ideas to drive team performance and service delivery.

Key Skills and Qualifications:

• Proven experience managing a team of at least 10 consultants in a contact centre environment.
• Previous experience in collections is desirable but not essential.
• Strong understanding of the recruitment process and experience conducting interviews.
• Outgoing personality with excellent communication and interpersonal skills.
• Demonstrated eagerness to improve team performance and a willingness to implement new ideas.
• Strong organisational skills with the ability to prioritise tasks effectively.
• Proficient in using contact centre software and CRM systems.

What's on Offer:

• Competitive salary and benefits package.
• Opportunities for professional development and career advancement.
• A supportive and collaborative work environment.
• The chance to make a significant impact on the team and service delivery.

FCNorthwestThe Recruitment Co. are an Equal Opportunities employer