Contact Centre Manager
Full job description
Pertemps Commercial
Salary: £42,000 per year
We are currently recruiting on behalf of a highly regarded Charity who offer Information, Advice and Support to Clients who maybe experiencing Financial Difficulty.
Based in Newcastle City Centre, you will be paid a salary of up £42,000and will receive 24 days bank holidays, rising to 29 days and bank holidays.
We have a permanent position for an Experienced Contact Centre Manager. This position has been created through growth and we are looking at the successful candidate to start ideally in August.
As a Contact Centre Manager you will demonstrate exceptional people skills and you will have a proven track record of managing performance through people. You will be responsible for a FTE of 35 Debt Advisors and 3 Team Managers.
The Contact Centre is open between 0800-20.00 Mon-Friday and till 1800 on a Saturday. You will work a 35 hours per week.
The company have a wide range of Debt Solutions, available to Clients and it is the role of the Debt Advisor to recommend and administer the most suitable solution.
The centre is open plan. A team of Helpdesk Advisors will be responsible for the initial call, taking details from the client, financial summaries and personal details. This information is then passed over the Debt Advisors who will be responsible for carrying out further research on the client’s financial status and then coming up with the recommended solutions.
As an experienced Call Centre Manager You will provide management, leadership and coaching to your team leaders to ensure the department achieves quality and team productivity standards. You’ll also need to balance your day to day operational responsibility to ensure goals and additional project work are also achieved.
Working closely with our Digital and Business Information teams you’ll regularly review workflows and processes in order to deliver optimum efficiency and drive continuous improvement. You’ll provide and analyse management information (MI) to determine trends, plan workload forecasts and schedule resource.
Skills and Experience Required for the Contact Centre Manager
” Previous experienced of Call Centre Management
” Ideal experience managing teams within a Debt Advisory Centre, Collections or Financial Services
” Proven track record of managing performance through people
” Exceptional Leadership and People Skills
” Exceptional Customer Service and listening Skills
” Excellent Numerical and Organisational Skills
To apply for this job please visit definitejobs.co.uk.