Customer Contact Centre Manager

About the role

The successful candidate will be responsible for the Contact Centre performance, including forward planning, adherence to service levels, achievement of KPIs and for the effective leadership and engagement of front line staff. Responsible also for driving, motivating and leading Team Leaders and team members, ensuring that they are aligned to the company business goals and behaviours while taking ownership of their teams and their own self development.

Responsibilities

• Motivating and leading team members to ensure that fair customer outcomes are forefront of all decisions and processes
• Deploying strategic operational plans to enable adherence of Key Performance Indicators and Service Level Agreements, while proactively maintaining performance
• Developing and coaching Team Leaders to excel in role, be role model champions and maximise quality activity through side-by-side coaching and training
• Improve leadership skills and build an effective Leadership Team that manages across function
• Proactively monitoring department performance against Key Performance Indicators and Service Level Agreements and takes appropriate action to remedy any negative trends
• Conducting 121s, in line with company stated timeframes, documents support and guidance and actively encouraging Team Leader personal development
• Attending and actively contributing to weekly meeting and monthly Team Leader Briefing Sessions, completes actions to deadlines and promotes messages discussed
• Acting as Project Manager for departmental projects and takes on specialist role within wider business projects
• Regularly engages with senior management across the business
• Reviews efficiency trends to ensure that medium and long term plans are deployed, ensuring that we maximise customer contact, is responsible for the effective recruitment and ongoing retention of team members

Requirements

• Evidence of working up through a management career path with quantifiable results
• Experience gained in a high volume Call Centre with a predictive dialler system preferred
• Fully up-to-date with prevailing regulatory requirements and industry best practice
• Previous experience of managing up to 100 front line team members through a management hierarchy level
• Evidence of self-development in previous or current role
• Previous experience of working in a performance driven & coaching culture
• Financial Services experience desirable