Contact Centre Manager

Job Purpose Build an effective, ambitious, engaged and performing Contact Centre Team through inspiration, trust, clear and regular communication. To deliver excellent services within sales & service performance delivery, measured in terms of the successful delivery of the business objectives, relevant accountable KPI’s and contracted SLA’s, including all multi-channel KPI’s which include but not exclusive to successful sales, conversion rates, inbound and outbound telephony, successful jobs completed. Leading the way as a positive “can do” role model that others aspire to be. Strive for and build a culture of excellence and high performance aligned to our company values. Support and coach the future talent encouraging innovative thinking and effective communication and knowledge sharing using a think, plan, and do philosophy. Create a positive and motivated service delivery culture, which customers appreciate, corporate client’s value and staff are proud to be a part of. Closing date for applications is Friday 31st July however we reserve the right to bring this forward depending on the application volume. Main Duties & Responsibilities • Taking ownership and accountability for a high performing contact centre • To have effective and efficient resource for the day to day & future resource planning service delivery of the contact centre. Ensure the Contact Centre has adequate staff cover including holidays. • Ensure that the required level of customer service is achieved 24/7/365 through effective resourcing, training, business process development, continuous improvement, and staff engagement. • You will be accountable for the delivery of relevant accountable KPI’s and contracted SLA’s under the sources of business assigned to your area. This includes sales, conversions, all inbound and outbound communications, case work productivity, quality and compliance measures. • Manage the performance and development of your reports through clear objective setting, regular 1:2:1s and development opportunities. • Prepare statistics and performance levels of your area of the contact centre to evaluate and report on emerging trends in contact centre operations to the Senior Leadership Team on a daily/weekly/monthly reports as requested. • Ensure staff have sufficient training and knowledge requirements are met in line with operational demands. Skills and Experience Essential: • Strong and demonstrable background in leading a successful sales and customer service teams in a fast-paced contact centre environment • Ability to achieve goals through the management and leadership of a team, driving performance and results • Excellent coaching and mentoring skills to develop and empower teams. • Ability to identify information required to make appropriate and effective decisions under pressure. • Exceptional communication skills including verbal and written • Experience of managing workflow, resource planning and developing and implementing business strategy; reducing costs and improving performance. Desirable: • Experience within the automotive or repair industry • Knowledge/ experience of working in a regulated environment