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Contact Centre Manager

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HAYS 40000.00 British Pound . GBP Per annum

2024-11-14 05:35:38

Job location Swindon, Wiltshire, United Kingdom

Job type: fulltime

Job industry: Administration

Job description

Contact Centre Manager

Location: Swindon Town Centre (with 1 day per week working from home)Salary: £35,000 - £40,000 per annumJob Type: Permanent

Job Description:

We are seeking an experienced Contact Centre Manager to lead our client's team based in Swindon Town Centre. This is a fantastic opportunity for a motivated individual with a proven track record in managing contact centre operations to join our growing company.

Key Responsibilities:

  • Oversee the daily operations of the contact centre, ensuring efficient and effective service delivery.
  • Manage, mentor, and develop a team of contact centre agents to achieve performance targets and maintain high levels of customer satisfaction.
  • Implement and monitor performance metrics, providing regular reports to senior management.
  • Develop and execute strategies to improve operational efficiency and customer service quality.
  • Handle escalated customer issues and ensure timely resolution.
  • Collaborate with other departments to ensure seamless service delivery and customer experience.
  • Maintain up-to-date knowledge of industry trends and best practices.

  • Required Experience:

  • Proven experience in managing a contact centre team.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Ability to analyze data and generate actionable insights.
  • Experience with contact centre technologies and software.
  • Strong problem-solving skills and the ability to handle high-pressure situations.

  • Additional Experience:

  • Experience developing and implementing training programs for contact centre staff.
  • Knowledge of customer relationship management (CRM) systems.
  • Familiarity with quality assurance processes and standards.
  • Experience in budget management and cost control.

  • Benefits:

  • Competitive salary.
  • Flexible working arrangements, including one day per week working from home.
  • Comprehensive health and wellness programs.
  • Opportunities for professional development and career advancement.
  • 33 days holiday (inclusive of bank holidays).
  • Employee discount schemes.
  • Pension plan with company contributions.


  • 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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