Contact Centre Manager

England, West Midlands, Solihull
11 Jan 2017
08 Feb 2017
Elizabeth Crawley
Customer Service
Contract Type
Full Time

Contact Centre Manager - Customer Service , 6 Months Contract, Solihull

Pontoon has an exciting opportunity for an experienced Contact Centre Manager that is used to working with a fast moving environment. The Successful consultant will need to have experience within managing a Call Centre and have previous experience within Customer Service.

** This position does require working shift patterns and some weekend hours **

Skills Required:

  • Contact Centre experience essential
  • Previous experience of managing a Call Centre and Team Leaders
  • Inspirational leader with proven ability of motivating & engaging teams
  • Ability to lead a team through rapid growth and change.
  • Positive Can Do Attitude and the ability to embrace
  • Lead others through change as the Smart Centre evolves to become best in class.
  • Outstanding communicator with the ability to influence at all levels
  • Proven ability of leading people, process & systems change
  • Analytical - able to analyse and interpret complex operational & management data
  • Computer literate - intermediate understanding of MS Office Applications
  • Financially aware
  • Flexible, adaptable & able to work under pressure to exacting standards
  • Experience of utilities is preferred

Key Skills:

  • Leadership, development & management of the multi-channel Smart Centre operation, creating a team environment that inspires delivery of exceptional performance.
  • Work in collaboration with the Centre Coach/Trainer to ensure all Centre team members receive training and coaching to build their knowledge and confidence to inspire the delivery of exceptional customer service.
  • Execute & optimise the business resource plan to ensure consistent delivery of the standards of service.
  • Design, develop & implement performance targets & manage performance against these, initiating timely action to address shortfalls.
  • Ownership & development of Smart Centre policies & procedures, identifying & implementing improvements that enhance the customer experience & drive business value.
  • Manage the investigation and resolution of complaints for Customers and their consumers in line with industry standards, taking personal ownership for the resolution of escalations.
  • Manage the impact of wider business change on the Smart Centre operation, ensuring high-levels of staff engagement.
  • Develop customer relationships that inspire confidence and result in outstanding customer satisfaction results.
  • Ownership of the Contact Centre business continuity plans & wider business engagement in respect of this, ensuring regular reviews & tests.
  • To work collaboratively with wider stakeholders on improvement, change & best practice sharing initiatives.

** Travel is required for the position **

For more enquires please contact-

If you feel you have relevant skills for the role then simply attach an up to date CV and click apply now.

Applicants should show all skills on their CV.