Head of Contact Centre

Eileen Richards Recruitment Limited
£50,000 + £5k Car Allowance
29 Jul 2017
15 Sep 2017
Head of Contact Centre Circa £50,000 £5,000 car allowance Leicester Do you possess: - Excellent team management skills? - The ability to handle multiple complex tasks at once? - The passion to deliver outstanding customer service? Contact Centre Manager - The Company: Our client, a successful and growing company is looking for a talented and driven Contact Centre Manager to successfully lead and develop the Contact Centre and its colleagues to deliver excellent customer service. Contact Centre Manager - The Opportunity: You will inspire excellence in customer services, through leading by example and providing clear direction. You will deliver effective communications on performance, standards, policies, product and procedures as well as spending a minimum of 50% of the time coaching and developing your team leaders, through monitoring calls, one to ones, providing detailed feedback and creating development plans. Maximizing the performance of the contact centre against individual, site and business objectives through effective performance management and engagement will be important for the role. You will plan the long term capability requirement for teams, growing skills to meet future needs. You will also implement strategies within the contact centre that support delivery of excellent service to customers. You will ensure service delivery in the contact centre meets the needs of our client's customers while achieving operational budget for running the contact centre. You will take ownership for problems; make decisions to resolve issues, escalating when the problem is outside the role holders level of knowledge. Ensure the routine processes deliver compliance with company and other relevant standards and regulations at all times including Data Protection, FCA & TCF. Contact Centre Manager - About you: - Risk / Change Management - Previous Sales / Customer Service experience - Full knowledge and understanding of the complaints procedure - Excellent leadership skills - Ability to influence & motivate at all levels - Strong planning & organizational skills - Effective communication skills, both verbal & written - Passionate about developing colleagues - Strong problem solving skills - Highly motivated & inspirational - Business focused and commercially aware If you do not receive a response within five working days then unfortunately your application has been unsuccessful on this occasion. Eileen Richards Recruitment are experienced within seven different sectors consisting of Accountancy and Finance, Customer Service and Sales, Executive Search and Selection, Human Resources, Insurance, Legal and Office inc Marketing. If we can help you with any further roles in the future please do not hesitate to contact us. We look forward to hearing from you. This role would be ideal for a Contact Centre Manager, a Call Centre Manager, a Customer Service Manager.