Contact Centre Manager

We have an exciting opportunity for you to join a leading financial services company in Manchester. If you thrive in a dynamic environment and are passionate about enhancing contact centre operations, this role could be perfect for you!

Our client is a top-tier financial services firm committed to excellence and innovation within their contact centre operations. They believe in fostering a supportive and dynamic work culture where your expertise and ideas can drive impactful changes.

As the Contact Centre Manager, you will play a pivotal role in managing and improving our contact centre operations, focusing on the effective use of dialler systems to maximise efficiency and productivity. You will lead a dedicated team, ensuring top-tier customer service and operational excellence.

Key Responsibilities:

• Oversee the daily operations of the contact centre, ensuring seamless performance and high-quality customer interactions.

• Optimise dialler system settings and strategies to improve call efficiency and effectiveness.

• Monitor and analyse performance metrics, providing actionable insights to enhance team performance and achieve targets.

• Develop and implement training programs for staff to ensure high standards of service delivery.

• Manage staffing levels and schedules to ensure adequate coverage and support during peak times.

• Collaborate with senior management to develop and execute strategic initiatives that align with company goals.

• Handle escalated customer issues, ensuring prompt and effective resolution.

Requirements:

• Proven experience as a Contact Centre Manager, with a strong focus on dialler system management.

• Excellent leadership and team management skills.

• Strong analytical abilities and experience with performance metrics and reporting.

• Exceptional communication skills, both written and verbal.

• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.

• Proactive and results-driven mindset.

Benefits:

• Competitive salary of £45,000 - £50,000 per annum.

• Opportunity to work in a collaborative and supportive environment.

• Professional development and training opportunities.

• Comprehensive benefits package, including health and wellness programs.

If you are a dynamic and motivated professional with a passion for leading and optimising contact centre operations, then please apply.