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Contact Centre Manager Key Responsibilities:
- Manage and lead a team of collectors, addressing performance issues and ensuring targets are met.
- Set and monitor revenue targets for individuals and the team on a daily, weekly, and monthly basis.
- Conduct 1-2-1s, coaching, feedback, and performance management sessions with collectors.
- Ensure the contact centre meets its SLAs and KPIs, exceeding customer expectations.
- Collaborate with dialler and campaign managers to ensure call volume demands are met.
- Analyze data to identify trends and issues, addressing call abandonment, delays, and performance concerns.
- Work closely with HR on attendance management, ensuring SLA compliance.
- Support process improvement initiatives and report findings at regular meetings.
- Ensure compliance with relevant policies, client guidelines, and regulations.
- Assist with recruitment planning for the Customer Services Department workforce.
- Liaise with internal teams (HR, IT, Payroll, Enforcement) to resolve issues and ensure smooth operations.
- Support change management projects within the department.
- Proven experience leading large teams in a contact centre or operations environment.
- Strong track record of coaching and developing individuals in a performance-driven environment.
- Results-focused with a passion for driving performance and process improvements.
- Strong communication and leadership skills to motivate a team and overcome challenges.
- Ability to manage change and take proactive action.
- Analytical skills to interpret performance data and trends.
- Experience in a fast-paced inbound call centre, with debt collection experience being desirable but not essential.
- Excellent people management skills, with a collaborative and inclusive approach.
- Ability to work weekends for cover as required.
- Competitive salary up to 36,800 per annum depending on your skills and experience
- 37.5 hours per week with a modern office environment.
- Comprehensive benefits including pension scheme, life assurance, daily refreshments, and on-site car parking.
- 28 days of annual leave (including Bank Holidays).
- Opportunity for career development and progression within a supportive team.
