Contact Centre Manager

Location | Stockport

£35,000 - £40,000

NJR are currently working with a well-established financial services company who is looking for a Contact centre manager to join their firm. The Contact Centre Manager would be required to manage a team of contact centre associates and Senior Contact associates as the first point of contact. The Contact Centre Manager will be required to provide first class service to the customers and lead them to achieve various KPIS. Lead on our Max Contact Dialler system to monitor activity and make sure we are returning the best outcomes. Uphold the firms values at all times through engagement and motivation.

This firms offers a range of wonderful benefits such as Cash plan with Westfield Health, Access to free Therapy sessions, Free Parking and many more.

Responsibilities

• Managing a team and individual performance to achieve application targets.
• Monitoring calls for compliance and regulatory purposes.
• To maximise the performance of the contact centre against defined volumes and performance targets through effective real-time management of staff, reporting and managing progress on a weekly basis.
• Monitor system activity in real time to maximise agent availability.
• To lead on all aspects of the Contact Centre operations, including management of staff rotas, resource management, diary management, management of inbound and outbound calling plans and effective use of the telephony and CRM reporting.
• Completing coaching where required.
• Conduct monthly one to ones.
• Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
• Maintain an environment that supports the spirit of teamwork, where the team are empowered, committed, loyal and take pride in working for the company.
• Provide training and support to new starters.
• Complete performance management when required
• Ensure Sales Associates are recognised for outstanding achievements/performance in line with Believe values.
• Conduct disciplinary meetings.
• Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
• Provide Leadership and support to the Operations Director.
• Ensure Department KPIS are achieved.
• Act as a conduit to the other group companies and collaborate with colleagues across the management team to achieve objectives.
• Run incentives for the team to help motivate and drive performance.
• Strong leadership to deliver high standards of conduct and interaction with work colleagues.
• Complete activities such as audits, call observations and spot check calls and customer data to improve service and reduce errors and track performance.
• Interview new candidates and support the HR team with the recruitment process
• Support the analysis and implementation of changes to contact methods and service delivery.
• Adherence to Company core values and understanding the importance of policies and procedures.

If you are looking for your next role then please apply we would love to have a chat with you

NJR14977