We are looking for a stand out candidate who is experienced to Management level, with a strong background in a Call Centre environment. The focus of this position is to provide interdepartmental support and motivate teams, in order to deliver exceptional, efficient and cost-effective Customer Service. You must have experience in managing multiple team leaders and advisors, in excess of 120 employees.

Specific responsibilities will include:-
• Effectively managing operational performance to deliver on SLA / KPI’s via a high quality and customer focused contact centre
• Contributing to the development and delivery of corporate customer contact strategy within a multi-channel, contact centre environment
• Identifying and implementing service improvements to enhance the customer experience and implementation of customer strategy
• Providing visible and inspirational departmental leadership to enhance levels of performance
• Providing a supportive training regime, with regular appraisals and addressing poor performance where necessary
• Benchmarking performance and customer satisfaction levels against ‘best practice’ organizations
• Building and managing constructive working relationships with all internal / external stakeholders

Contact Centre Manager Key Skills:
• Operational responsibility for revenue and growth
• Ensuring targets and service levels are met and exceeded wherever possible
• Recruitment for staff
• Analyzing performance and implementing changes where needed
• Assisting with budgets and forecasting
Experience Needed:
Significant experience in managing a B2C contact centre with over 120 members of staff
To apply for this role you must already be in a Call Centre Management position, and have experience in managing a large call centre operation. This is a growing department so the successful individual will need to be highly competent in managing a larger team in the future.
The ideal candidate will have demonstrable experience of leading a high performance, customer focused contact centre operation, twinned with experience of implementing customer contact strategy in a service based organization.
If you have the necessary experience and are looking for a challenging position that will allow you to exploit your problem solving and leadership skills, we would love to hear from you.

Send your resume to firstclasshires@gmail.com