Contact/Call Centre Manager (B2B)

Contact/Call Centre Manager (B2B)
Market Rate (initial 3 months)
Manchester

We are looking for a Contact/Call Centre Manager (B2B), with experience of leading Operations Managers and Team Leaders in a B2B contact centre environment. This is for a household name based in Manchester.

The ideal Contact/Call Centre Manager (B2B), will have experience of managing a contact centre and achievement of Sales & Dialler KPI's with a set annual budget.

Job Role

* Leading a Team of Operations Managers and Team Leaders to achieve above Business & financial targets set for the SME Contact Centre through effective leadership and Sales expertise.
* Identify opportunities to increase performance and reduce cost to meet year end plans.
* Working with Training,S&M, Forecasting & Planning and Process Teams to ensure any new initiative or process is delivered successfully and on time into the SME Contact Centre
* Working closely with the Retentions Team to deliver campaigns and informative feedback.
* Ensure that the Contact Centre Teams sell compliantly, taking appropriate action if any teams are non compliant
* Ensuring that any performance tools such as reward schemes, performance management processes continue to be fit for purpose and support the delivery of Business & Financial plans
* Working with HR to ensure all Teams are managing their people within RAC's policies and procedures
* Delivery of the SME Sales & Retention Strategy
* Managing the dialler within the correct boundaries for compliance.

Skills

* Sales
* Call Centres
* Management experience at a senior level
* Delivering HR policy's and Procedures

Hy-phen Limited is acting as an Employment Business in relation to this vacancy.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.