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Contact Centre Manager

Location: WORCESTER, WORCESTERSHIRE Salary: 27000 - 27000 GBP Per Annum
Sector: Business Support Job Type: Contract
Shift Type: N/A Applications: N/A
Posted: over 1 year ago Reference: 3056037
Do you have experience managing a contact centre team?

Are you looking for a new challenge with an innovative and forward thinking company?

If so, read on.

Reed Specialist Recruitment are delighted to be partnering with an innovative property services company based in Worcester who are looking for a Contact Centre Manager to join the team on a temporary to permanent basis.

Responsibilities will include;
• Management of the Contact Centre, taking enquiries and distributing to relevant departments
• Running regular reports to analyse performance and implementing improvements where needed
• Ensure highest level of customer service is given at all times
• Ensure constant staffing level and liaising with out of hours team ensuring a 24/7 service is available
• Bring forward ideas for change, development, improvement and greater efficiency
• Ensure Contact Centre operating procedures and instructions are documented and kept up to date and relevant
• To provide statistical analysis and management reports on the performance of the Contact Centre
• To undertake staff performance appraisals and to set objectives and training and monitor completion towards these
• To ensure key holder and out of hours contact information is kept up to date and that all necessary staff are informed of any changes

Desired experience/skills;
• Considerable experience in administration or a customer focused environment
• Excellent customer service skills and experience in a wide ranging customer-facing environment
• Demonstrable experience of successful liaison and communication with staff, clients, suppliers and public
• Demonstrable experience of problem solving skills and implementing change
• Demonstrable experience in collation of data and the ability to write accurate, concise reports
• Experience in leading and managing small teams of staff
• Considerable experience of MS Office and a high degree of IT literacy
• The ability to work proactively without supervision
• The ability to conduct yourself with tact and diplomacy
• The ability to deal with difficult and demanding clients and advise others on the same
• Strong self-motivation with the ability to set and meet personal objectives
• The ability to work under pressure to achieve targets and timescales
• The ability to work accurately and methodically

If you are available ASAP then please apply today to register your interest and be considered for the short list.

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