Contact Centre Manager

Contact Centre Manager

Location: Birmingham

Job Type: Full-Time 37.5 hours per week

Salary: Up to £36,800 per annum DOE

My client is seeking an experienced Contact Centre Manager to lead and oversee a team of collectors, ensuring the efficient operation of the contact centre. This role involves managing performance, setting targets, ensuring compliance with company procedures, and fostering a positive and results-driven work environment.

Key Responsibilities as a Contact Centre Manager:

1. Manage a team of collectors, ensuring all aspects of their performance are optimised and issues are resolved efficiently.
2. Lead, motivate, and support collectors both individually and as a team to achieve set targets, objectives, and deadlines.
3. Set, communicate, and monitor revenue targets on a daily, weekly, and monthly basis for individuals and the wider team.
4. Implement performance management processes for underperforming collectors, ensuring continuous improvement.
5. Monitor the contact centre dashboard to maintain service level agreements (SLAs) and key performance indicators (KPIs), ensuring customer expectations are exceeded.
6. Collaborate with dialler and campaign managers to meet call demand requirements.
7. Utilise available data to identify trends and address key issues such as call abandonment and avoidance, taking a robust approach with underperformers.
8. Ensure adequate attendance levels among collectors to maintain SLA performance, working closely with HR when required.
9. Provide recommendations for operational improvements and report these in regular management meetings.
10. Support the implementation of processes aligned with the company’s social responsibility and customer welfare objectives.
11. Assist in workforce planning, including long-term recruitment strategies for the customer services department.
12. Liaise with IT and external providers to resolve technical issues impacting the contact centre.
13. Stay up to date with all relevant company policies, client guidelines, and regulatory requirements, ensuring compliance and supporting staff on complex issues.
14. Work closely with other departments, including IT, HR, Payroll, and Enforcement Agents, to resolve operational issues.
15. Collaborate with other managers to ensure the smooth running of the contact centre, particularly in the absence of the Contact Centre Manager.
16. Support change management initiatives within the department.

Skills & Experience Required as a Contact Centre Manager:

1. Proven experience leading large teams in a contact centre or operational environment.
2. Demonstrated ability to coach and develop staff in a coaching-driven culture.
3. Strong track record of delivering performance improvements and process enhancements.
4. Target-driven with experience in setting, achieving, and exceeding performance goals.
5. Excellent managerial and communication skills, with the ability to influence and motivate teams, even in high-pressure situations.
6. Proactive and results-oriented, with strong change management capabilities.
7. Strong analytical skills to interpret data and identify key trends.
8. Demonstrated leadership ability and experience in peer-to-peer support.
9. Effective team player with a collaborative and inclusive approach.
10. Significant experience in a fast-paced inbound call centre environment; debt collection experience is desirable but not essential.
11. Willingness to provide occasional weekend cover when required.
12. Strong people management skills, with a focus on engagement and staff development.

Benefits as a Contact Centre Manager:

1. Competitive basic salary of up to £36,800 per annum.
2. 37.5-hour working week.
3. Company pension scheme.
4. Life assurance plan.
5. Complimentary daily refreshments.
6. Modern office environment with on-site parking.
7. 28 days of annual leave, including bank holidays.

The successful applicant will be required to undergo a DBS and CCJ check before an offer of employment is made.

If you have the experience and leadership qualities required for this role, we encourage you to apply today!