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Contact Centre Manager

  • Location: Wilmslow
  • Salary: Up to £30,000 pa per year
  • Job Type:Permanent

Posted 2 months ago

  • Sector: Customer Contact
  • Contact: Melissa Hughes
  • Contact Email: mhughes@merje.com
  • Expiry Date: 26 June 2021
  • Job Ref: MH/17546

My client is a fast-paced and ambitious business which is long established and a leader in its chosen field.

The Role

Reporting the UK Head of Contact Centre Operations, you will lead and manage two established teams across appointment setting for in-bound enquiries and direct telephone sales.  This is a key role in our business and your experience of both motivating a lively team of call centre agents and optimising digital data via effective dialler management will be essential to you succeeding in this position.

  • Manage and develop two teams of 15 agents across appointment setting and direct telephone sales to meet agreed team and individual KPIs
  • Ensure daily appointment targets are met and that sales agents diaries are managed effectively
  • Set, monitor and deliver team and individual agent performance targets
  • Motivate and lead the team in a culture of continual development and improvement via ongoing structured feedback at agent level
  • Expert in optimisation of data through effective dialler management – ideally using the Connex dialler platform
  • Coaching and constant development of the team to meet required Quality standards in line with FCA guidelines of Treating Customers Fairly
  • Reporting against agreed KPIs and agent performance across two daily touchpoints 
  • Clear communication of agent targets in-line with company KPIs  
  • Weekly 121 sessions with all agents and monthly documented feedback 
  • Plan and document individual training need analysis and where necessary implement and monitor documented PIP 

Previous experience and qualifications:

Acting with professionalism and integrity, you will be passionate about driving performance in target-orientated environment and challenging team members to deliver against business objectives whilst ensuring compliance and TCF.  You will have a passion to deliver a first-class customer service and enthusiasm to energise a team to meet daily challenges.  This is a hands on role and you will need to lead by example balancing customer needs against commercial targets.

 

You will have direct experience of optimising sales leads across a contact centre team via a dialler platform, ideally recent use of the Connex platform.  Commercial and data focused you will have experience of working with a data analyst to support the contact centre agents in maximising lead to sales targets.

 

The successful role holder will demonstrate a minimum of 5 years’ experience in a contact centre environment, and at least two years in a similar leadership role.

 

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.