Contact Centre Manager

Contact Centre Manager

Market Harborough based office

Up to £40,000 + Performance based bonus & Amazing benefits

THE OPPORTUNITY:

CLT Recruitment are working closely in partnership with a market leading organisation who are located within the Market Harborough area. Due to continued success are client are entering a huge period of growth, they are now looking to recruit a Contact Centre Manager to join the team ASAP.

This is a fantastic opportunity for someone from an Operations / Operations Manager / Telesales Manager / Contact Centre Manager / Assistant Contact Centre Manager / Customer Contact Manager / Call Centre Operations or similar role within a Sales environment who wants to join a fast-growing business with a clear career progression path.

As the Contact Centre Manager, you will be industry leading in your field, responsible for delivering exceptional business performance through strong leadership and performance management.

THE CONTACT CENTRE MANAGER ROLE:

Key Responsibilities/Accountability's: 

Our Contact Centre Manager will be responsible for overseeing the daily operations of the site. Including the activities of managing up to 30 members of staff, supported by up to 3 Performance Coaches.

You will be responsible for company KPI’s, ensuring we deliver world class service by building a centre of excellence through exceptional leadership.

• Offering coaching: one-on-one coaching to employees to increase an organisation's efficiency. This can also boost employee satisfaction, which may lead to greater retention and a more positive company culture.
• Supporting employees:?Outside of coaching, managers offer praise and constructive criticism about how they're performing daily responsibilities. This helps front-line employees recognise what they're doing well and what they can improve, which can help increase productivity.
• Making decisions:?Since managers are intimately involved in the daily operations of an organisation, they are often well-equipped to make informed decisions about how to make improvements.
• Deploying solutions: They may make adjustments based on employee, customer or client feedback, which can help an organization ensure its serving customer needs.
• Interfacing with customers:?Managers often listen to positive and negative customer feedback to determine which elements of daily operations they can improve.
• Managing company time:?Successful managers help an organization use employee hours more effectively by recording how employees spend their time. This helps managers recognize misused time, implement tactics for improving productivity and discover long-term obstacles that may affect time management.
• Identifying the customers’ needs through effective questioning and selecting appropriate products to match the customer requirements or resolve their queries
• Increase customer loyalty, delivering customer satisfaction, delivering consistent and professional communications
• Demonstrating up to date product and brand knowledge while having in depth knowledge relating to our portfolio of destinations and supplier products

THE REQUIREMENTS:

• Experience of working with customer service or travel industry
• Proven experience of managing a Contact Centre and first line managers
• Proven track record of effective resource and performance management
• Strong business acumen and understanding of operations
• Outstanding communication skill & analytically minded
• Experience of achieving KPI's
• Ability to engage, in a meaningful way, with senior management
• Ability to work well under pressure
• Ability to effectively prioritise, plan and organise workload
• Strong attention to detail
• Proficiency in the Microsoft suite of products including Outlook, Work, Excel, PowerPoint.

THE BENEFITS:

• Annual salary review
• 22 days holiday + bank holidays - increasing each year up to 25
• Additional leave for your birthday
• Up to 5 days additional leave & up to £1500 allowance towards a holiday.
• Free Connected travel insurance
• Friends & family discount
• Free eye test
• Social events such as summer party, plus more

Interested in the role? If so, apply now by sending your CV to Craig@cltrecruitment.com