Contact Centre Manager

Contact Centre Manager

East London

Salary £45,000 – £55,000

Permanent, Full Time (Monday – Friday 9-5)

We are looking to appoint an established Contact Centre Manager to drive best practice across this highly skilled Customer Contact Team. You will be a proven and professional leader, capable of motivating and developing a team through example and ongoing Continuous Improvement.

You will be a natural people leader, happy to be hands on when needed, always looking to deliver the best results, and add value to a business that is investing in improvement programmes across the contact centre.

This is a fantastic opportunity to join a leading business which invests in the career development of their employees.

Key responsibilities include:

· Leading a highly skilled and complex Customer Contact Team

· Full line management across the highly skilled team; including recruitment, performance management, training and development

· Monitor KPI’s and performance, delivering results

· Identify and analyse trends in calls, and advise on areas needing improvement

· Delivery of Continuous Improvement and Change Management programmes

· Developing interdepartmental relationships to support projects and strategy

· Utilising best practice to inform continual process improvement

Essential skills & experience:

· Demonstrable track record of successfully managing and developing a team

· Experience in Contact Centre would be beneficial but not essential. You need to have managed at an operational level, delivering results and excellent people management

· Must have worked in a regulated environment. Financial Services would be a huge plus.

· Outstanding communication skills, both written and verbal

· Project design and developing customer focused solutions

· Ability to analyse complex customer data sets beneficial

· Adept at managing a technical team

Please APPLY NOW and a member of the CMR team will be in touch to provide more information.