We are seeking a dynamic and experienced Contact Centre Manager to join our Ashford based client on a 12 months fixed term contract. The ideal candidate will have a proven track record of managing a contact centre, driving operational excellence, and ensuring high levels of customer satisfaction. The Contact Centre Manager will be responsible for overseeing day-to-day operations, managing a team of customer service representatives, and implementing strategies to improve efficiency and quality of service.

Key Responsibilities:

• Develop and implement contact centre policies and procedures to ensure optimal customer service delivery
• Manage and motivate a team of customer service representatives to meet performance targets and KPIs
• Monitor and evaluate contact centre operations to identify areas for improvement and implement solutions
• Provide coaching and training to team members to enhance their skills and performance
• Analyse customer feedback and data to identify trends and make recommendations for improvement
• Collaborate with other departments to ensure seamless communication and resolution of customer issues

Qualifications:

• Previous experience as a Contact Centre Manager is essential
• Proven leadership and team management skills
• Strong communication and interpersonal skills
• Ability to analyse data and make data-driven decisions
• Experience with contact centre technology and software

Benefits:

• An extensive handover and induction during August 2024.
• An annual salary of £33,488 - £37,715
• 30-33 days holiday, plus bank holidays (pro-rata).
• Membership of a defined contribution pension scheme, with contributions matched by the company (up to 10% of annual salary depending on length of service).
• Free personal Life Assurance (3 x annual salary).
• Flexible working arrangements, including home working.