Contact Centre Manager

The Contact Centre Manager is responsible for leading and developing a multi-channel contact centre operation comprising approximately 60 FTE across Customer Service and Sales (inbound) functions. The role ensures exceptional customer experiences, achievement of commercial sales targets, operational efficiency, employee engagement, and continuous improvement while maintaining high standards of service quality and compliance.

Client Details

Our Client is a forward thinking industry leader with a real passion for delivering exceptional customer experience during every encounter. Due to recent growth, they are looking for a new Contact Centre Manager in a newly created role

Description

• Lead the day-to-day performance of the contact centre, ensuring customer service and sales objectives are achieved.
• Ensure appropriate resource planning, workforce management, and scheduling to meet service demands.
• Monitor operational performance through KPIs, service levels, and productivity metrics
• Analyse customer feedback, complaints, and satisfaction data to identify improvement opportunities.
• Lead service improvement initiatives that enhance customer outcomes and operational effectiveness.
• Lead initiatives to improve customer journeys, sales processes, and operational performance.
• Create and present key reports and data to board level stakeholders base...