Overview
Customer Contact Centre Manager
Birmingham
Salary up to £35k + benefits + on target bonuses + contributory pension
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 directing, 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.
EXPERIENCE REQUIRED
• 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 font line team members through a management hierarchy essential
• Evidence of self-development in previous or current role
• Previous experience of working in a performance driven & coaching culture
• Financial Services experience desirable
KEY 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 managing 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 set 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
SKILLS AND COMPETENCIES
• Visible Leadership Skills with an ability to command attention in a positive and effective way.
• Strong verbal, presentation and written communication skills.
• Excellent organisational, time management and IT literate (excel and word at intermediary level)
• Analytical and eager to understand the root cause of issues and behaviours
• Ability to develop employees and line managers through effective motivation, leadership, coaching and training.
• Ability to comply with organisation policies and procedure whilst challenging the status quo
• Ability to build effective working relationships with a variety of key stakeholders from diverse backgrounds and with
• Ability to make, fair, consistent and objective judgments that stand up to rigorous interrogation
• Ability to work under pressure and make decisions.
• Ambassador of the company behaviours who exhibits and embeds throughout their working style.
