Senior Contact Centre Manager

Senior Contact Centre Manager

Are you a “purpose and values driven' Contact Centre Manager with a passion for improving business performance, creating empowered and customer centric cultures; whilst balancing commercial responsibilities with a commitment to continual improvement of service excellence with an empathetic, yet action and results orientated approach?

If so, an excellent opportunity leading the Contact Centre operation for the charitable organisation, Migrant Help, may be the ideal next career step for you.

This is a permanent post offering 50% hybrid working supporting the contact centre located in Dover.
Salary range is £50,000 - £52,000 + Benefits Package. (35 hour working week)

About Migrant Help
Migrant Help is a leading charity that has been established for over 60 years and delivers a range of support and advice services to migrants across the UK. Our vision is for a global society that protects vulnerable migrants, treats them with respect and enables them to reach their full potential.

Migrant Help assists asylum seekers, refugees and survivors of modern slavery across the UK, giving them the tools to overcome trauma, navigate the complex immigration systems and settle into new communities.

Key Role Purpose & Responsibilities
This 'visible and influential' role will require you to actively manage, coach, inspire and directly lead a team of Operations Managers (2 x Inbound, 1 x Outbound and 1 x Outsource Relationship Manager) servicing both inbound and outbound contact channels, and an outsourced partner relationship. The broader contact centre operation comprises of 14 Team Managers and approximately 100 Advisors dealing with sensitive and often emotionally challenging calls that provide aid, guidance and support to migrants navigating the asylum process.

There is a core and defined focus on improving contact centre performance by actively coaching and developing the contact centre management teams. A demonstrable passion and track record of delivering operational improvement via the effective development of 'people' is essential.

1. Identify underlying or unresolved issues in performance and manage corrective actions through to resolution.
2. Ownership and accountability for the attainment of KPI targets (across both in-house & outsourced operations).
3. As part of the senior leadership team identify opportunities, risks, issues and challenges and devise operational plans designed to meet customer service, operational and commercial goals.
4. Collaborate closely with Resource Planning to ensure optimal resource utilisation, schedule adherence and accurately forecasted peaks and troughs that impact recruitment roadmaps.
5. Provide visible day to day 'leadership' of the contact centre operation with a continual focus on improvement opportunities to refine and enhance customer service and employee engagement.
6. Manage and lead change initiatives that land within the contact centre (systems/process/cultural change).

What Have You Done Before? What Do You Need to Demonstrate?
Candidates MUST have demonstrable Contact Centre Management experience in a leadership capacity with ownership of 'daily operational performance' with oversight of instigating and leading change projects that impact culture, systems and service improvement.

Key Skills & Experience Will Include

1. Considerable contact centre operational management experience in a multi-channel environment.
2. Highly developed leadership skills with a proven track record of leading, coaching and developing Ops Management and Team Management level colleagues.
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. Significant knowledge of partnering with Resource Planning functions to ensure effective utilisation of resource against forecasted demand profiles which may fluctuate on a regular basis.
6. Solid commercial acumen and business acumen (ideally, we'd love experience of working with outsource/BPO partnerships that support the core contact centre operation externally).
7. Skilled in analysing, interpreting and actioning decisions derived from data focused on performance insight, customer behaviour and colleague feedback.

This post will be subject to an Enhanced Disclosure and Barring Service (DBS) check.

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

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