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Date Added: Thu 16/01/2025

Contact Centre Manager

Cardiff, CF10, UK
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Company: HAYS BUSINESS SUPPORT

Job Type: Temporary, Full Time

Salary: £45000/annum circa £45,000

Your new company
A Financial Services company based in the Cardiff area.
Your new role
We are looking to recruit an Interim Contact Centre Manager to start ASAP for an initial period of 3 months.
Role overview.

Contact Centre Manager to have full management oversight of the Contact Centre, ensuring that the requirements of our customers are met quickly, efficiently and to an excellent standard whilst adhering to company policies, procedures, rules, and regulations.Responsible for meeting, setting, and planning areas of improvement across all inbound and outbound communication channels. To take overall responsibility for the coordination of staff working hours to meet demand. Engage with and motivate the business unit to drive positive staff engagement scores. Position holder to be accountable for the onboarding of new recruits and the quality of staff recruited.
Role deliverables

Manage the daily running of the contact centre, including effective resource planning and applying effective contact centre strategies and operations
Undertake needs assessments, performance reviews and recruitment analysis
Managing and resolving any escalated complaints from customers and liaising directly with other department managers when required to agree resolutions on complaints
Assist in root cause analysis of complaints to identify any issues with current processes / procedures
Set / meet performance targets for speed, efficiency and quality
Liaise with team leaders, agents and peer group to gather information and investigate the root cause of issues that are detracting from customer service
Monitoring of work systems and procedures, generating and implementing plans to continually improve the quality and standard of the team's team's output
Maintaining effective internal controls to ensure compliance with internal procedures, policies and regulatory bodies
Forecast and analyse data against budget figures on a monthly basis
Ensuring continual improvement in service in order to improve customer satisfaction and customer retention
Maintain a low employee turnover, ensuring that staff have a clear career progression framework
Driving accountability of direct reports via regular 1:1 meetings and attending team huddles to help deliver business expectationsWhat you'll need to succeed You'll have Contact Centre Management experience and be comfortable working in a fast-paced environment.
What you'll get in return
This role is expected to last 3 months initially with the chance of an extension. Please note, onboarding will include credit check and DBS check.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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