CONTACT CENTRE MANAGER - 12 MONTH CONTRACT

My client is looking for an experienced Senior Manager to lead and motivate a customer's services team of circa 50 full time employees which handles over 800,000 customer interactions annually. The successful candidate will be responsible for delivering an efficient call centre that meets the current and future needs of my client's customers and ensuring KPI performance is achieved on an ongoing basis. You will champion the customer experience within the centre and throughout the rest of the organisation. You will create a team working culture and will manage teams effectively, producing results in line with company objectives. Continuous improvement is a large part of this role so you must have the ability to think strategically when solving long term problems and the ability to introduce new technology when required. It will also be important for the successful candidate to lead by example and recognise the wider implications of your decisions. Key Responsibilities to include: 1) Plan, develop and communicate clear and concise objectives to front line Managers and staff. 2) Deliver and maintain Key Performance Indicators, performance management of your team and achieve business targets through strong leadership. 3) Monitor and analyse team performance trends and utilise the outputs of such analysis to improve the performance of the team and individuals. 4) Analyse and report on trends affecting the business, including identifying improvement initiatives, industry best practice and development opportunities.. 5) Ensure that training / coaching is suited to purpose and focussed towards achieving corporate objectives and enhancing employee engagement.

Salary:

38,000 - 42,000

Requirements:

To be considered for this role we would expect you to have extensive customer service / contact centre management experience as well as experience of handling high customer contacts within a multi contact centre. Your CV should also display excellent communication, organisational and negotiation skills, dealing with staff of all levels up to Chief Executive level within an organisation.

Office:

Cheltenham

Contact:

ruth@juicerecruitment.com