Contact Centre Manager

Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Contact Centre Manager on a 3 months contract with a possibility of further extension.

Main accountabilities:

• Be responsible and accountable for the day-to-day delivery to enable the team to operate effectively and consistently deliver a first-class quality customer service, with a right first-time approach.
• Working with the existing management team to lead the Centre in delivering continuous improvement and transformation change to drive efficiencies and deliver an excellent customer experience.
• Deliver agreed KPI and SLA performance to a high standard and actively report on the performance within regular reviews to senior management. Make key operational decisions to maximise performance and efficiency.
• Liaise with other teams and departments to resolve any customer service issues and to investigate certain cases if this is required.
• Constantly ensure the team understands the critical role they play in the Customer journey and ensure effective quality monitoring and coaching is carried out to maintain the highest standards.
• Develop effective working partnershipsacross the wider areas to ensure the highest levels of service delivery to our customers.
• This is a fulltime role, with flexible hybrid working offered – typically you would spend two/three days a week in the office.

Requirements:

• Proven Contact Centre management experience within a fast-paced operational customer services environment.
• Strong coaching, mentoring and relationship building skills with a proven ability to build high performing teams
• Demonstrable experience delivering customer metrics, and reporting statistical performance levels related to Contact Centre Operations.
• Creative thinking – able to look at alternatives and consider new ways of thinking to problem solve
• Demonstrable experience of change management

If you are interested, please apply or contact Pocholo for more information!