Contact Centre Manager in West Midlands

Role: Contact Centre Manager

Salary: Up to £68,000 DOE + bonus + benefits

Contract: Permanent, Full-Time

Location: West Midlands 100% office based Mon-Fri

This is an exciting opportunity for an experienced Contact Centre Manager to join our client on a permanent basis. Ideally you will be from a background of understand vulnerable customers. Leading a contact centre team of up to 150FTE.

Are you passionate about developing your team?

Can you achieve fantastic results through great customer experience?

About the Contact Centre Manager Role:

• You will manage the day-to-day delivery of performance of your department, the department engagement results and ensuring your team put the customer first in everything they do.
• Coaching and supporting your team to drive sales performance through behaviours and great conversations will the role - we need someone who is willing to roll up their sleeves and champion best practice, therefore a background and sound understanding of coaching and developing others through known coaching development models is necessary.
• Lead the culture, pace, and tone of the environment; coaching and mentoring future leaders as opposed to managing people via tasks, targets, and processes
• Driving change, presenting solutions, and optimising department deliverables and operating practice will form part of your role - to do this you will need a fantastic internal network, built by demonstrating your ability to be personable, professional and collaborative.

About You:

• You will be an experienced Contact Centre Manager leading teams of Team Leaders.
• You will have proven experience surrounding team performance and contact centre KPI's.
• You will have worked in a vulnerable customer background and understand the requirements and expectations surrounding an exceptional customer journey.

• Excellent stakeholder engagement and management experience.
• An ability to plan strategically, creating a roadmap of operational plans that can drive results.
• Passion around coaching to drive performance.
• Strong leadership skills and an excellent communicator
• An innovative approach with a focus on best practice

Please follow the link to apply for this Contact Centre Manager role based in the West Midlands.

Disclaimer
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