Contact Centre Manager

We are looking for an experienced and dynamic Contact Centre Manager to join our team. In this role, you will lead and manage a team of collectors, ensuring their performance and development while meeting key performance indicators (KPIs) and business objectives. You will motivate, coach, and manage your team to deliver exceptional customer service, meet revenue targets, and drive operational success.

Contact Centre Manager Key Responsibilities:

1. Manage and lead a team of collectors, addressing performance issues and ensuring targets are met.
2. Set and monitor revenue targets for individuals and the team on a daily, weekly, and monthly basis.
3. Conduct 1-2-1s, coaching, feedback, and performance management sessions with collectors.
4. Ensure the contact centre meets its SLAs and KPIs, exceeding customer expectations.
5. Collaborate with dialler and campaign managers to ensure call volume demands are met.
6. Analyze data to identify trends and issues, addressing call abandonment, delays, and performance concerns.
7. Work closely with HR on attendance management, ensuring SLA compliance.
8. Support process improvement initiatives and report findings at regular meetings.
9. Ensure compliance with relevant policies, client guidelines, and regulations.
10. Assist with recruitment planning for the Customer Services Department workforce.
11. Liaise with internal teams (HR, IT, Payroll, Enforcement) to resolve issues and ensure smooth operations.
12. Support change management projects within the department.

Contact Centre Manager Skills and Experience:

1. Proven experience leading large teams in a contact centre or operations environment.
2. Strong track record of coaching and developing individuals in a performance-driven environment.
3. Results-focused with a passion for driving performance and process improvements.
4. Strong communication and leadership skills to motivate a team and overcome challenges.
5. Ability to manage change and take proactive action.
6. Analytical skills to interpret performance data and trends.
7. Experience in a fast-paced inbound call centre, with debt collection experience being desirable but not essential.
8. Excellent people management skills, with a collaborative and inclusive approach.
9. Ability to work weekends for cover as required.

You will receive the following remuneration package:

1. Competitive salary up to £36,800 per annum depending on your skills and experience.
2. 37.5 hours per week with a modern office environment.
3. Comprehensive benefits including pension scheme, life assurance, daily refreshments, and on-site car parking.
4. 28 days of annual leave (including Bank Holidays).
5. Opportunity for career development and progression within a supportive team.

The successful applicant will be required to undergo a DBS and CCJ check prior to an offer of employment being made. If you think you have the skills and experience my client is looking for, please click APPLY with your updated CV and I will be in touch soon.