Back to search
Contact Centre Manager
Redditch
Who are we?
Leaders in the debt recovery enforcement sector, our client has been operating for over 40 years' supporting hundreds of local authorities and Transport for London. They have a strong UK team, employing 500 people all over the UK. They are committed to building a culture where everyone has the opportunity to do meaningful work and be both recognised and rewarded for their effort.
Roles & Responsibilities
- 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 collectors' 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 required
- 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
Benefits
- Competitive salary
- 37.5 hours per week
- Company Pension Scheme
- Company Life Assurance Plan
- Daily Refreshments on Offer
- Modern Office Environment
- On Site Car Parking
- 28 Days Annual Leave including Bank Holidays
The successful applicant would be required to undertake a DBS and CCJ check before an offer of employment is made.
