Contact Centre Team Manager

Red Recruitment is recruiting a Contact Centre Team Manager in Manchester to join our client, a network of repairers who repair vehicles using the most up-to-date methods, quickly and efficiently.

In this role, you will be required to work closely with the Head of Operations and the internal project team to identify areas of improvement as well as to ensure that the team is motivated and engaged to deliver a world-class experience to its customers, partners and suppliers.

The salary for this position is £30,000 - £35,000 per annum and is a full-time, office-based role in Manchester.

Benefits and Package for a Contact Centre Team Manager:

• Salary: £30,000 - £35,000 per annum (depending on experience)
• Hours: Monday - Friday, 9am - 5pm
• Contract Type: Permanent
• Location: Manchester (M2) - fully office based
• Day off for your birthday plus a gift
• Free access to wellbeing and mental health support through Health Assured's Employee Assistance Programme
• Company social events all paid for (sometimes including overnight stays)
• Your child's first day of school off work
• Dress down Friday every week
• 20% off conveyancing
• No bank holiday working
• Employee of the Month Scheme
• Long service bonus
• Extra holidays given for 100% attendance

Key Responsibilities of a Contact Centre Team Manager:

• Managing the team against set performance, customer and quality KPIs
• Setting and driving stretched performance objectives to deliver an industry-leading service
• Analysing and auditing relevant performance data to identify and deliver improvements
• Ensuring compliance with regulatory guidelines and procedures to provide high-quality service and outstanding customer care
• Identifying coaching needs, working closely with the Operational Training Co-Ordinator to deliver operational training programs in the repair team and ensuring fully documented and support actions are implemented

Key Skills and Experience of a Contact Centre Team Manager:

• Ideally, you should have previous leadership experience in a Contact Centre
• A good understanding of the Credit Hire / Repair industry is preferred
• You should be goal-orientated, focused, and an effective communicator
• You should have experience managing performance
• You will also be efficient at dealing with complexity, analysing information and implementing change

If you have the relevant skills and experience required and are interested in this position, please apply now!

Red Recruitment (Agency)