Contact Centre Manager

Contact Centre Manager

Location: Swindon Town Centre (with 1 day per week working from home)Salary: £35,000 - £40,000 per annumJob Type: Permanent

Job Description:

We are seeking an experienced Contact Centre Manager to lead our client's team based in Swindon Town Centre. This is a fantastic opportunity for a motivated individual with a proven track record in managing contact centre operations to join our growing company.

Key Responsibilities:

Oversee the daily operations of the contact centre, ensuring efficient and effective service delivery.

Manage, mentor, and develop a team of contact centre agents to achieve performance targets and maintain high levels of customer satisfaction.

Implement and monitor performance metrics, providing regular reports to senior management.

Develop and execute strategies to improve operational efficiency and customer service quality.

Handle escalated customer issues and ensure timely resolution.

Collaborate with other departments to ensure seamless service delivery and customer experience.

Maintain up-to-date knowledge of industry trends and best practices.

Required Experience:

Proven experience in managing a contact centre team.

Strong leadership and team management skills.

Excellent communication and interpersonal abilities.

Ability to analyze data and generate actionable insights.

Experience with contact centre technologies and software.

Strong problem-solving skills and the ability to handle high-pressure situations.

Additional Experience:

Experience developing and implementing training programs for contact centre staff.

Knowledge of customer relationship management (CRM) systems.

Familiarity with quality assurance processes and standards.

Experience in budget management and cost control.

Benefits:

Competitive salary.

Flexible working arrangements, including one day per week working from home.

Comprehensive health and wellness programs.

Opportunities for professional development and career advancement.

33 days holiday (inclusive of bank holidays).

Employee discount schemes.

Pension plan with company contributions.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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