Contact Centre Manager

LOCATION: Gateshead

JOB TITLE: Contact Centre Manager

SALARY & BENEFITS: Salary is dependent on experience

WORKING HOURS: 37.5 hours per week

THE COMPANY: Our client is a well-established call centre based in the Gateshead area.

THE CANDIDATE: The successful candidate will have a real passion for engaging customer service, a flair for communication, and the ability to inspire and lead an expanding Call Centre operation. To ensure that all key performance indicators are met and optimum performance levels are maintained at all times.

SELECTION CRITERIA:

- A track record of achieving service goals through developing and driving a high performing operations management team
- Set performance standards to meet service goals and measure performance, identify gaps and formulate action plans to achieve optimal results.
- Monitoring progress and quality of work
- Managing the overall performance of the operations team
- Planning and managing resource levels while maintaining operational efficiency
- Establishing and managing a succession plan
- Identifying process improvements and implementing new ideas.
- Partner with all internal and external key stakeholders to support new business opportunities, maintain existing client relationships.

KEY EXPERIENCE ESSENTIAL FOR THE ROLE:

- You will have strong interpersonal and communication skills that can be adapted to suit your audience
- As the successful candidate you must be able to demonstrate proven and successful management experience within a call centre environment
- The ability to negotiate and influence at all levels to gain agreement and/or commitment from others and the ability to understand our customer needs and services are key requirements for this role.
- Resilient, resourceful, committed and enthusiastic
- Understanding of how to work proactively and positively in partnership with operational management teams

Does this sound like you?

If yes, then please hit the "Apply Now" button. You will then be sent to an online questionnaire to further support your CV. We will be in touch within 7-10 days to make you aware of the next steps.