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Contact Centrre Manager - Colchester £35,000

Location: COLCHESTER, ESSEX Salary: 35000 - 35000 GBP Per Annum
Sector: Sales Job Type: Contract
Shift Type: N/A Applications: N/A
Posted: 10 days ago Reference: 3101797
Contact Centre/Customer service Manager - Colchester £35,000
I am recruiting a permanent contact centre/customer service manager to join a highly successful company based in Colchester. You will need to be able to interview immediately for this role as we are hoping to get this filled as soon as possible.
The key purpose is to lead, coach and motivate a team of advisors to deliver excellent customer service including customer satisfaction, RFT, revenue generation, sales and quality targets. The role holder takes ownership of the client relationship to support and deliver their requirements through a team of advisors to ensure it is ‘Right First Time’. Create a high performing team and consistently delivering against all people management responsibilities.


Key responsibilities:

• Drive excellence to deliver a best in class sales team
• To achieve team and operational targets through effective use of the coaching for performance capability
• Plan and organize own time to deliver optimal results against action plans
• Help advisors understand and focus on business priorities
• To drive continual business improvement in customer retention, revenue and quality.
• Take personal ownership of customer feedback and issues, escalate where necessary
• Build effective relationships with external client
• Work closely with Team Leaders and QAs to deliver high quality performance
• Communicate & engage the team in delivering the clients strategy
• Be a role model for the team by demonstrating effective leadership, positive behaviours, and excellence in customer relationships
• Assist in selection, recruitment of the right people
• Organise the team; ensure attendance patterns, annual leave, training and coaching are all planned
• Maintain good product and systems knowledge
• Take ownership of personal development
• Responsible for attendance/sick absence management


I am looking for someone with:

• At least two years’ experience as a Contact Centre Manager
• Strong leadership skills
• Ability to build strong, lasting relationships
• Able to collate, analyse, interpret detailed numerical data, as well as experience of working with call centre systems and metric,
• Excellent communication skills
• A strong customer focus and a good telephone manner
• The ability to work well in teams
• Ability to motivate and develop staff
• A desire to help others work towards targets and develop their skills
• confidence and a good business sense
• The ability to set, meet and exceed targets;
• A focused and self-motivated approach to work;
• The ability to manage change.
If you have the experience and are looking for a new permanent opportunity please give me a call. (Please be aware the contact centre is open Monday – Sunday- You will be expected to work some weekends) if you can commit this, I would be keen to speak with you.

Please call Emma White on 01206840100 –Emma.white@reedglobal.com


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