Contact Centre Manager

Your new company
A Financial Services company based in the Cardiff area.

Your new role
We are looking to recruit an Interim Contact Centre Manager to start ASAP for an initial period of 3 months.

Role overview
The Contact Centre Manager will have full management oversight of the Contact Centre, ensuring that the requirements of our customers are met quickly, efficiently, and to an excellent standard whilst adhering to company policies, procedures, rules, and regulations. The role includes responsibility for meeting, setting, and planning areas of improvement across all inbound and outbound communication channels. The position holder will take overall responsibility for the coordination of staff working hours to meet demand, engage with and motivate the business unit to drive positive staff engagement scores, and be accountable for the onboarding of new recruits and the quality of staff recruited.

Role deliverables

1. Manage the daily running of the contact centre, including effective resource planning and applying effective contact centre strategies and operations.
2. Undertake needs assessments, performance reviews, and recruitment analysis.
3. Manage and resolve any escalated complaints from customers and liaise directly with other department managers when required to agree on resolutions.
4. Assist in root cause analysis of complaints to identify issues with current processes/procedures.
5. Set and meet performance targets for speed, efficiency, and quality.
6. Liaise with team leaders, agents, and peer groups to gather information and investigate the root cause of issues that detract from customer service.
7. Monitor work systems and procedures, generating and implementing plans to continually improve the quality and standard of the team's output.
8. Maintain effective internal controls to ensure compliance with internal procedures, policies, and regulatory bodies.
9. Forecast and analyze data against budget figures on a monthly basis.
10. Ensure continual improvement in service to improve customer satisfaction and retention.
11. Maintain a low employee turnover, ensuring that staff have a clear career progression framework.
12. Drive accountability of direct reports via regular 1:1 meetings and attend team huddles to help deliver business expectations.

What you'll need to succeed
You'll have Contact Centre Management experience and be comfortable working in a fast-paced environment.

What you'll get in return
This role is expected to last 3 months initially with the chance of an extension. Please note, onboarding will include credit check and DBS check.

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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