Contact Centre Manager

☞ Pertemps Sheffield

View: 104

Update day: 07-05-2024

Location: Rotherham Yorkshire and the Humber

Category: Other

Industry: Staffing Recruiting

Position: Mid-Senior level

Job type: Full-time

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Job content

Responsibilities

Are you an analytically minded, results driven individual with experience of Managing a high-volume contact centre with at least 70 heads?How would you like to work for a company which specialises in making people’s travel dreams come true?A fantastic opportunity has arisen within a Group of companies for a results-driven individual to join as Contact Centre Manager for this fabulous organisation.As the Contact Centre Manager, you will be industry leading in your field, responsible for delivering exceptional business performance through strong leadership and performance management. You’ll be responsible for ensuring that Omni channel customer contact is answered within agreed timescales by a team who are passionate about providing the best service in the travel industry.Key Responsibilities and accountabilities:

  • Workflow/Process Management
  • People Management
  • Quality and SLA Management

(Full job spec available upon request)General day to day

  • Continual review of actual vs. budget across a variety of cost lines (including headcount & bonus spend)
  • Accountable for the day-to-day performance of the Contact Centre to deliver a best-in-class service, meeting or exceeding all KPIs within budget to achieve channel growth, high conversion and proactively manage efficiencies.
  • Adhere to all internal and customer policies as applicable, taking accountability for evidencing compliance during audit reviews.
  • Use Operational Management Methodology to drive and manage team performance, managing resources to match fluctuating levels of demand.
  • Accountable for the impact assessment of all change requests as assigned.
  • Raise and track system incidents, escalating when SLAs are threatened.
  • Suggest technology improvements to improve the customer journey, including being a project lead on any new systems introduced to the contact centre.

Requirements: In return you will receive: For a Full job spec and a confidential conversation please hit apply or contact me

  • Experience of ideally working in the travel industry or customer service role· Experience of achieving KPI’s· Ability to work well under pressure.
  • Ability to effectively prioritise, plan and organise workload.
  • Ability to resolve customer issues in a professional and empathetic manner.
  • Strong attention to detail· Sound interpersonal and rapport building skills.
  • Outstanding communication skillExperience:
  • Proven experience of managing a high-volume contact centre with at least 70 heads
  • Excellent communication, engagement, and development of people skills
  • Ability to engage, in a meaningful way, with senior management.
  • Results driven with strong business acumen and understanding of operations.
  • Proven track record of effective resource and performance management
  • Exceptional attention to detail and organisational skills
  • Exceptional problem-solving skills
  • Analytically minded
  • Proficiency in the Microsoft suite of products including Outlook, Work, Excel, PowerPoint.
  • Risk based decision making capability that supports and understands business controls and how to minimise risk of issues & incidents.
  • Flexible working approach with infrequent travel and additional hours required.
  • On call to support management team at weekends
  • A competitive salary package up to £60,000 DOE + up to £20,000 bonus
  • 25 days holiday + bank holidays
  • Additional leave for your birthday
  • Up to 5 days additional leave & up to £1500 allowance towards a break away
  • Free Connected travel insurance
  • Friends & family discount
  • Free eye test
  • Social events such as summer party, plus more
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Deadline: 21-06-2024

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