Senior Contact Centre Manager

Senior Contact Centre Manager £65'000 - £75'000 (DOE) Hybrid - Cambridgeshire

Are you an experienced and talented contact centre operational leader with a demonstrable track record of enhancing and improving operational performance and leadership capabilities within a growth-oriented customer care/customer service environment? If so, this may be an ideal opportunity to make a visible impact into the ongoing performance improvement of my client’s operations.

This is a hybrid position working 2 days onsite in Cambridgeshire (with staff parking provided) and offers a salary range of £65’000 - £75’000 (depending on experience) + Benefits Package

Key Role Purpose & Responsibilities

This ‘visible and influential’ role will require you to manage, coach, inspire, and directly lead a team of 5 Operations Managers (who each have 4/5 Team Managers reporting to them) to enhance and improve operational performance, attainment of SLA’s and core KPI’s. You’ll collaborate with the Resource Planning, Quality & Training, and Ops Support functions of the contact centre to ensure aligned operational strategies are met and planned for appropriately.

There is a core and defined focus on improving contact centre and customer care performance by actively coaching and developing the senior and mid-management operational teams (managing, coaching and developing the managers), and as such, a demonstrable passion and track record of delivering operational improvement via the effective development of ‘people’ is essential.

1. Identify underlying issues in performance and manage actions through to resolution.
2. Ownership and accountability for the attainment of KPI targets (across contact channels).
3. Provide clear and concise directives that are measurable to improve CSAT (understanding areas of improvement, points of failure and trends/challenges within the customer interaction process).
4. As part of the senior leadership team, identify opportunities, risks, issues and challenges and devise operational plans designed to meet customer service and operational goals.

What Have You Done Before? What Do You Need to Demonstrate?

Candidates MUST have demonstrable contact centre operational experience in a leadership capacity and have an innate ability to enhance operational performance by coaching and developing ‘managers’.

Key Skills & Experience Will Include

1. Considerable operational experience in a multi-channel contact centre environment.
2. Highly developed leadership skills with a proven track record of leading, coaching and developing senior leaders and teams.
3. Significant exposure in managing teams through periods of growth, development and change.
4. Demonstrable track record of contact centre performance improvement and delivering against KPI’s and SLA’s.
5. Proactive development of operational plans designed to deliver against the customer care strategy.
6. Create and develop ‘scenario models’ to understand impacts of change or marketing initiatives.
7. Skilled in analysing, interpreting and actioning data centred on performance insight and customer behaviour.

Please register your interest in the Senior Contact Centre Manager position by applying as directed.

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