Contact Centre Manager

Job Title: Contact Centre Manager Hours: Full time - Monday to Friday Type: Fixed term for 12 months covering Maternity Location: Southwark, SE1 Salary : £50,000 Per annum Our client are looking for a Contact centre manager to manage all aspect of the Contact Centre's daily operation and service delivery covering maternity for 12 months managing a team of up to 25 people, you will be pivotal in the overall performance and success of the Customer Experience team You will: Ensure enquiries from all access channels -calls, email, web portal chatbot and social media are handled and responded to in a timely manner, and in line with our corporate objectivesBe maintaining wait time within the proposed target, delighting customers by offering a first-class service, adhering to Wandles' service offerBe working with team leaders monitoring calls to assess and improve the quality of staff performanceDevelop contact centre academy to centre of excellence.Be managing poor performanceDevelop a culture of resolutions at the first point of contact including complaints handlingBe tracking user feedback, key performance indices and other statisticsPrepare reports and where appropriate making presentations as requiredBe working across the organisation to reduce avoidable contact, collaboratively resolving customers enquiries by taking ownershipBe taking responsibility and championing use of all systems including the CRM system (Dynamics) for the frontline and wider organisationBe communicating service goals so that contact centre staff understand their roleRole modelling values and create a positive working cultureBe setting and meeting performance targets and carrying out periodic 121 and appraisalsBe recruiting and maintaining staffing level to the agreed establishmentBe responsible for training and development of staff, ensuring well rounded knowledge of all frontline serviceBe working closely with all stakeholders including IT, telephony service provider, Mears, K&T and other contractors in ensuring operation readinessWhat you will need to have:Proven supervisory experience in the call centre industry, preferably within Social HousingProven mentoring, coaching, motivating skills and staff upskillingProven experience in introducing a continuous improvement culture, customer satisfaction, putting the customer at the heart of what we doExcellent communication skills - oral and written skills, people management, innovation, and problem-solving skillsStrong organisational, planning, and analytical skillsExcellent knowledge of MS Office, especially 'Excel' and ILM in ManagementGood knowledge of the contact centre, processes, and industry trendsIf you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Ryan at Service Care Solutions on 01772 208 966 or send an E-Mail to #####
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