Contact Centre Manager

Main Purpose

Responsible and accountable for the strategic and operational leadership of the contact centre for a pioneering business, supplying to both residential and business customers.

You will lead the Customer Service inbound and outbound voice operation and the correspondence teams ensuring the delivery of world class service, maximising efficiency and productivity.

The business is predicated on delivering highly competitive prices to our customers and exceptional service via a digital approach. There is a very strong focus on running ultra-lean processes that are highly cost efficient so our customers can benefit from a great price with great service.

This role requires an agile and dynamic individual with a proven track record in innovative contact centre leadership at a senior management level. An individual who is comfortable working in a very fast paced, constantly evolving environment, working proactively around challenges and building upon the existing contact centre infrastructure that is at an early stage of development.

You will need to have a strategic outlook but also the ability to lead by example day-to-day to build a highly effective team.

Key Accountabilities

* Developing a highly effective team of managers and advisors
* Direct recruitment strategy and training requirements
* Devising and implementing highly productive and cost efficient processes to deliver exceptional customer service
* Improving MI
* Monitoring of real time operational performance and proactively implementing the appropriate actions to address any situations before they arise
* Leading the achievement of the operational objectives, goals and KPIs
* Managing the sourcing, testing and implementation of technology solutions to improve all areas of the contact centre operation
* Manage relationships with suppliers
* Completing employee one-to-ones and appraisals and providing constructive feedback to support staff in their personal development, team objectives and optimisation of performance
* Conduct call quality coaching sessions and side by side coaching to develop Team Leaders and Agents.
* Development of policy and procedures relating to frontline staff to create highly motivated and compliant teams
* Devise and implement reward and recognition initiatives
* Establish and manage an effective succession plan to accommodate rapid growth
* Identify process improvement areas and implement innovative new ideas to work around challenges
* Engage effectively with internal and external stakeholders to ensure service delivery standards are consistently high

Knowledge, Skills and Experience

Essential Functional Skills/Experience

* Minimum 2 years’ experience of leading a Contact Centre at a mid to senior management level including voice and correspondence
* Experience of managing circa 150 FTE
* Expert understanding of managing the utilisation of people
* An evidenced track record of delivering exceptional customer service
* A highly competent user of standard contact centre IT applications
* Expert understanding of key performance metrics and performance management techniques

Personal Attributes/Competencies

* Able to operate with agility and innovation in a very fast growing business that is not yet fully established
* Passionate about developing people’s talent
* Able to deliver consistent exceptional service to internal and external customers alike
* Excellent interpersonal and relationship building skills
* Flexible approach to working hours
* Highly professional and approachable
* A self-motivated, problem solver with strong and disciplined organisational skills
* Understanding of the need to deliver first-class compliance
* High standard of literacy and numeracy
* Ability to work under pressure and multiple work streams at once
* Able to lead a team through periods of rapid expansion and change
* Ability to manage upwards and sideways effectively, including making appropriate recommendations for change
* A very positive ‘can-do’ attitude