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Contact Centre Manager (Fixed term Contract)

In or around this area

Ashford

Job Reference

230524/CJ

Salary

£33488 - £37715 per annum

Job Description

Contact Centre Manager (Fixed term Contract)

Job posted by: Carly James

Job Title: Contact Centre Manager
Location: Ashford
Job Type: Fixed term contract - 12 Months /Hybrid working (Minimum of 2 days a week in the office)
Salary: £33,488 - £37,715 per annum (dependent on experience)

We are seeking a dynamic and experienced Contact Centre Manager to join our Ashford based client on a 12 months fixed term contract. The ideal candidate will have a proven track record of managing a contact centre, driving operational excellence, and ensuring high levels of customer satisfaction. The Contact Centre Manager will be responsible for overseeing day-to-day operations, managing a team of customer service representatives, and implementing strategies to improve efficiency and quality of service.

Key Responsibilities:

  • Develop and implement contact centre policies and procedures to ensure optimal customer service delivery
  • Manage and motivate a team of customer service representatives to meet performance targets and KPIs
  • Monitor and evaluate contact centre operations to identify areas for improvement and implement solutions
  • Provide coaching and training to team members to enhance their skills and performance
  • Analyse customer feedback and data to identify trends and make recommendations for improvement
  • Collaborate with other departments to ensure seamless communication and resolution of customer issues

Qualifications:

  • Previous experience as a Contact Centre Manager is essential
  • Proven leadership and team management skills
  • Strong communication and interpersonal skills
  • Ability to analyse data and make data-driven decisions
  • Experience with contact centre technology and software

Benefits:

  • An extensive handover and induction during August 2024.
  • An annual salary of £33,488 - £37,715
  • 30-33 days holiday, plus bank holidays (pro-rata).
  • Membership of a defined contribution pension scheme, with contributions matched by the company (up to 10% of annual salary depending on length of service).
  • Free personal Life Assurance (3 x annual salary).
  • Flexible working arrangements, including home working.

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