Contact Centre Manager

  • Location:


  • Sector:

    Call & Contact Centre

  • Job type:


  • Salary:


  • Contact:

    Shivani Karia

  • Contact email:

  • Job ref:


  • Published:

    6 months ago

  • Expiry date:


  • Startdate:

    24/12/2018 16:50:14

Contact Centre Manager - Birmingham - £44,000 - £48,000

Our client, a leading Service Provider in Birmingham is looking for a Contact Centre Team Leader to join their successful and growing team on a full-time basis

Primary duties will include:

* Building, deploying and motivating a high performing team
* Planning day-to-day team workloads in order to achieve delivery goals
* Effective deployment of team resource to allow the highest quality customer experience
* Working closely with internal stakeholders at all levels to ensure seamless customer experience and most efficient use of resources
* Ensuring the flow of documentation between delivery and processing teams is seamless
* Understand key delivery and performance targets within the Division and use these to structure both team and individual deliverables and targets
* Conduct regular 1:1 meetings, using appropriate policies and procedures to identify and support any underperformance, lateness, behavioural or matters
* Take an active part in the Contact Centre management group in planning and running team meetings and communications
* Carry out effective workload reviews and be able to identify and collate weekly performance forecasts
* Understand policies and processes to which Advisors must adhere (i.e. Quality Assurance; Compliance; Data Protection; Job Start Validations) and ensure they are implemented into working practices.

Skills / Experience Required:

* Experience of working in a Team Leader role in a Contact Centre environment
* Experience of team organisation and workflow management
* Delivered excellent performance in past and current role
* Experience of leading teams and developing team members
* Experience of successfully influencing and engaging with stakeholders at all levels
* Strong planning, time management and organisational skills
* Strong influencing and relationship management skills
* Excellent presentation, written and verbal communication skills
* Ability to deliver against a number of priorities without compromising quality of delivery
* Able to work flexibly and under pressure in a fast-paced, dynamic environment
* Excellent attention to detail

For more information and to apply, please contact Shivani Karia at Search Consultancy on 0116 247 3319 or email with a CV.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.