Contact Centre Manager

£50000 - £55000 per annum, Benefits: Bonus and Benefits
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.

We have partnered with a financial services company based in Ashford, Kent as we look to recruit an experienced Contact Centre Manager on an initial 18-month FTC managing a c35FTE operation.

This fully operational role requires someone with a blended customer service and sales-through-service background to take primary responsibility for the day-to-day running of the contact centre operation.

You’ll focus on elements of BAU service and identify internal and external challenges and pain points before suggesting improvements to senior management to enable a smooth and high-quality customer and people experience.

Within this BAU activity, you will focus on areas including (but not limited to) resource planning, cost to serve and training needs analysis, so, you’ll therefore engage with key internal stakeholders to ensure maximum productivity and output of the operation.

Key elements and skills for this role:
  • A hands-on leadership and managerial style. Must have worked closely with the team and not delegate through multiple layers between
  • Experience leading a small to medium sized contact centre
  • Resilient and knowledgeable when making key decisions with line managers and senior management.
  • Experience dealing with staffing challenges and WFM
  • Managing an operation that performs sales through service via upselling and cross-selling
  • Experience in identifying and implementing and improving cost-to-serve and self-service processes and functions.
  • Impeccable customer service skills
  • Excellent communication in both written and verbal forms.

Based on the nature of the role, this will require someone to be based in the office full time, however, ad-hoc remote working a couple of days a month may be considered.

Contract: 18-month FTC
Position: Contact Centre Manager
Location: Ashford, Kent.
Salary: £50K-£55K (bonus tbd)
Environment: Office based (ad-hoc remote working a couple of days per month)

Please get in touch with Dan on 02089897779 for more details on this role.

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