Contact Centre Manager

CONTACT CENTRE MANAGER
6-12 Month Contract
Cardiff (Hybrid working)
Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.
???? Join Our Team as a Call Centre Manager! ????
Are you passionate about delivering exceptional customer service and leading a dynamic team? We're seeking a dedicated Call Centre Manager to oversee our daily operations and uphold our commitment to customer satisfaction and business excellence.
Main Purpose of Job:
As the Call Centre Manager, you'll be responsible for ensuring the smooth functioning of our Contact Centre, meeting customer expectations, and aligning operations with our business objectives. Your role is pivotal in maintaining our high standards and fostering a positive work environment.
Main Duties and Responsibilities:
· Efficiently manage Contact Centre team leaders' rota, ensuring adequate staffing levels.
· Coordinate with other departments during peak periods to ensure seamless operations.
· Monitor and improve customer service quality and incident management processes.
· Collaborate with support teams to enhance Contact Centre systems.
· Engage with regulatory initiatives and external agencies to uphold compliance standards.
· Implement development programs to enhance team performance and personal growth.
· Provide timely reporting of Key Performance Indicators to senior management.
· Address staffing issues and manage escalated complaints effectively.
· Act as a point of contact in the absence of the Contact Centre Manager.
· Foster effective communication within the Contact Centre and across departments.
· Ensure continuity of Contact Centre activities and coordinate administrative tasks.
· Lead by example and drive results through proactive leadership.
Key Features:
· Ability to make quick decisions under pressure while maintaining high standards.
· Exceptional telephone etiquette and communication skills, both written and verbal.
· Willingness to adhere to specified schedules and demonstrate flexibility for short-notice changes.
Skills, Knowledge & Expertise:
· In-depth understanding of Company and Contact Centre processes, systems, and procedures.
· Proven ability to deliver proactive customer service and manage regulatory requirements.
· Confidence to liaise with senior management and take initiative in their absence.
· Strong project management skills and ability to identify opportunities for improvement.
· Dedication to meeting staff and customer expectations and managing workload efficiently.
If you're ready to take on a rewarding challenge and contribute to our success, apply now to join our team as a Call Centre Manager. We look forward to welcoming you aboard! ????
If you have not received a response within 48 hours of applying, please assume you have not been shortlisted this time.
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.