Contact Centre Manager

Alma Personnel are pleased to announce that they will be recruiting on behalf of their Redditch based client (part of a bigger group) for an experienced Contact Centre Manager.

Duties and Tasks :-

• Responsible for the management of a team of collectors and all aspect of their performance, resolving issues as they arise.
• Lead, motivate and manage collectors both individually and as a team, to achieve set targets, objectives & timetables utilising documented 1-2-1’s, coaching, sampling and feedback.
• Set, communicate, and monitor revenue targets daily / weekly / monthly for both individual collectors and the team.
• Performance manage any collector who has not met performance or revenue delivery through the contact centre performance management process.
• Monitor contact centre dashboard ensuring delivery of business objectives through SLA's and KPI's, ensuring calls are answered professionally and in line with company procedures, exceeding customer expectations.
• Work closely with dialler / campaign managers to ensure call demands are being met.
• Use all data available to understand and address key issues and trends such as call abandonment, calls waiting, call avoidance etc taking a robust approach with under-performers.
• Maintain collector's attendance to ensure SLA’s are not compromised, liaising with the companies HR department in line with company procedures.
• Provide recommendations for continuous improvement of the operational process and report these at regular meetings.
• Provide support in implementing processes agreed with the Social Responsibility and Customer Welfare Manager to meet business requirements.
• Assist with planning the long-term recruitment requirements of the Customer Services Department work force.
• Monitor internal service desk, liaising with IT and Ring Central to report and resolve faults / malfunctions / issues where necessary.
• Maintain an up-to-date knowledge of all relevant Group Policies, Client Guidelines, Statutes and Regulations in order to provide assistance to staff on more complex issues & ensure all round compliance.
• Liaising with other departments to ensure issues arising in relation to IT, HR, Payroll & Enforcement Agents are communicated and where necessary resolved.
• Work collectively with other managers to ensure smooth running of the contact centre in the absence of the contact centre manager.
• Assist with change projects within the department.
• Assistance with any other duties that are within the scope of the job purpose

Skills and Experience :-

• Proven experience of leading large teams in a contact centre/operations environment
• Evidenced experience and proven track record of coaching and developing a coaching environment
• Results driven with experience of delivering performance and process improvements
• Ability to set, meet and exceed targets
• Excellent management and communications skills to influence a team and motivate them to achieve their team and personal best, even in challenging circumstances, with competing demands and pressures.
• Autonomous and self-starting - Positive and action oriented with the ability to manage change
• Analytical skills to interpret data and trends
• Proven Leadership ability & Peer to Peer Support
• Strong and effective team player with an inclusive and collaborative approach.
• Strong Communication skills - written and verbal
• Strong interpersonal and influencing skills
• Significant experience in an inbound call centre which is fast paced, debt collection experience would be desirable but is not essential
• Ability to be available on occasion on Saturday and Sundays for cover purposes
• Excellent People Management Skills

Excellent salary package + Company Pension scheme and incentives

If you feel you have the right skills and experience, apply now stating why you feel you would be suitable for this position.