Contact Centre Manager

We are looking for an experienced Contact Centre Manager to lead our Customer Support Centre based at our Head Office in St Asaph. You will be responsible for ensuring that all KPIs and quality standards are met and to ensure optimum customer satisfaction. This involves effective performance management of the team and ownership of end-to-end processes. The roles purpose is to deliver KPIs through effective team management and coaching to deliver quality and efficiency for our customers.

Main Duties
In this multifaceted role, youll be responsible for all aspects of operational delivery in the Customer Support Centre, ensuring the highest levels of service and performance are delivered to our customers through a variety of contact channels.

You'll be responsible for managing day to day tasks and will set the culture for the operational team through your hard-working and positive approach. You will also work closely with the Head of Customer Service to ensure the Customer journey vision is achieved and exceeded.

From implementing processes, to resolving escalated complaints, not only will you work closely with our field based team, you will also analyse reports to identify performance improvement opportunities and take steps to resolve these quickly.

Managing a team of Team Leaders and Advisors youll train and mentor your team to be their very best! You will also create staff rotas to ensure contacts are responded to within SLA for the multiple contact channels while meeting Contact Center KPIs.

Experience

To be a real customer service specialist through and through
Experience from the call centre sector or similar
To be an experienced leader of people (along with all that goes with that, such as recruitment, mentoring and performance management)
Good attention to detail, ability to work calmly under pressure, and full of initiative
You can take the lead when the pressure's on and see problems as challenges
Have a leadership style that will encourage and empower whilst leading from the front

Job Type: Full-time