• 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.
  
  

• 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.
  
  

• 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.
  
  

• 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.

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