Contact Centre Manager

An opportunity has arisen within this expanding customer contact centre which will require an accomplished Contact Centre Manager who can lead and deliver transformational change. 

Working with your large team of Managers and Agents you will be tasked with delivering a multi-skilled, multi-product service proposition which aims to get it right first time and create a culture of empowerment so that every Customer Service Advisor has the training, development and confidence to make the difference on every call.

Delivering a great place to work, exceptional customer service and up sell, X sell opportunities are fundamental to the continued success and performance delivery and to help with the continual development of their people and skills.

Some of the responsibilities will include:

• To help and develop your team to deliver exceptional customer service
• Manage and coach your team to achieve sales and operational targets
• Continually develop selling and service skills across a range of products and services.
• Build effective relationships with external stakeholders
• Be a role model for the team by demonstrating effective leadership, positive behaviours, excellence in sales and customer relationship
• Regularly review sales and operational performance
• Drive continuous improvements and make recommendations based upon customer feedback and insight.

If you are interested in applying for this position, you will need proven Managerial level experience in a customer service contact centre with a targeted performance focus.  The ability to deliver an open and engaged communication channel, lead and embed cultural and technical change.