Contact Centre Manager – Manchester - £excellent  + car allowance + bonus 

 

Our client is well known worldwide organisation, due to a recent relocation we are now looking to recruit a Contact Centre Manager to be based in Manchester

 

Main Duties Include:

 

• Manage over 300 contact centre employees based in Manchester, handling multi-channel customer interactions from across our clients global platform. 

• Ensure the customer experience is exceptional and in line with our clients brand values. 

• Implement the contact centre strategy and lead the contract centre via continuous motivation, development and inspiration to achieve contact centre and individual objectives.

• Coach, manage, develop and motivate direct reporting employees. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.

• Analyse call and revenue data to determine operational trends and provide solutions to increase sales, service and quality in order to achieve and exceed contact centre and network revenue, service and quality targets.

• Work with the centralised planning team to assist in forecasting resource requirements and ensure that recruitment campaigns are carried out to ensure that sufficient resources are in place to achieve agreed contact centre service sales and quality targets.

• Continually review internal systems, procedures and processes to ensure resource and operational efficiency.

• Liaise with country management, and a network of contact centres and offices to continually review and challenge processes to ensure effective and fit for purpose and to share knowledge, best ideas and best practice.

• Research, promote and implement new sales, service and employee satisfaction initiatives.

• Prepare, request and manage budget in line with contact centre strategy. Continually monitor expenditure to ensure actual costs do not exceed submitted budget forecast.

• Benchmark contact centre against our clients competitors and contact centre industry standards and make recommendations in anticipation of industry developments

 

Experience Required:

 

• Ideally educated to degree level

• Managerial experience gained within a Contact Centre with strong leadership skills

• Proven track record in sales and customer service together with the ability to translate corporate/commercial strategy into the Contact Centre environment.

• Excellent understanding and working knowledge of Contact Centre systems and technologies.

 

Package:

 

• Excellent basic salary

• Other benefits (subject to terms and conditions): Generous Group Personal Pension Plan (Employee 5%, Employer 15%); Car Allowance (£6,500 p.a.); Free car parking on site; Medical Insurance Scheme (includes spouse and up to 3 children till their 19th birthday); Annual One Week Holiday Bonus payment each calendar year. The bonus is equivalent to 1 week’s basic (based upon the basic salary for November) – but pro-rated if a full year has not been worked

• Hours:  Mon- Fri role working 37.5 hours per week, 9am – 5.30pm with a 1 hour lunch break. 

 

Keywords – call centre  manager, manager, call centre, contact centre, contact centre manager, senior manager, budget, budget forecast