Contact Centre Manager (Fixed term Contract)

Job Title: Contact Centre Manager
Location: Ashford
Job Type: Fixed term contract - 12 Months /Hybrid working (Minimum of 2 days a week in the office)
Salary: £33,488 - £37,715 per annum (dependent on experience)

We are seeking a dynamic and experienced Contact Centre Manager to join our Ashford based client on a 12 months fixed term contract. The ideal candidate will have a proven track record of managing a contact centre, driving operational excellence, and ensuring high levels of customer satisfaction. The Contact Centre Manager will be responsible for overseeing day-to-day operations, managing a team of customer service representatives, and implementing strategies to improve efficiency and quality of service.

Key Responsibilities:

Develop and implement contact centre policies and procedures to ensure optimal customer service delivery
Manage and motivate a team of customer service representatives to meet performance targets and KPIs
Monitor and evaluate contact centre operations to identify areas for improvement and implement solutions
Provide coaching and training to team members to enhance their skills and performance
Analyse customer feedback and data to identify trends and make recommendations for improvement
Collaborate with other departments to ensure seamless communication and resolution of customer issuesQualifications:

Previous experience as a Contact Centre Manager is essential
Proven leadership and team management skills
Strong communication and interpersonal skills
Ability to analyse data and make data-driven decisions
Experience with contact centre technology and softwareBenefits:

An extensive handover and induction during August 2024.
An annual salary of £33,488 - £37,715
30-33 days holiday, plus bank holidays (pro-rata).
Membership of a defined contribution pension scheme, with contributions matched by the company (up to 10% of annual salary depending on length of service).
Free personal Life Assurance (3 x annual salary).
Flexible working arrangements, including home working