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Contact Centre Manager


We have an exciting opportunity for an experienced Contact Centre Manager to join our client based in Crewe who are one of Europe’s largest providers of fuel cards, with 50 years of experience in the industry. With a newly appointed senior management team our client has ambitious growth plans for 2020. The Contact Centre Manager is a key role in helping the business deliver revenue growth from both new and existing customers, keeping the customer front of mind. As Contact Centre Manager, you and your team will work collaboratively with other internal teams to ensure plans are understood and implemented cross-functionally to meet the defined KPIs. As Contact Centre Manager you will have experience leading a sales-focused targeted contact centre environment. This role demands a balance of creative flair and commercial acumen. In return our client is offering a competitive salary, bonus(OTE £65,000), 25 days holiday, enjoy ‘perkbox’ employee benefits and have real opportunities to grow and progress with a forward thinking and innovative business.

The Role:

The main goal of the Contact Centre Manager is to lead in-country telephony-based operations in the delivery of required KPIs and service standards to achieve strategic objectives which are to retain our customers and achieve sales targets. The Contact Centre Manager will typically manage a broad range of functions in a larger operation, including telesales and account management, manage Team Leaders and be responsible for all sales contact centre operations keeping the customer front of mind, you'll use insight, data and rigour to inform the marketing strategy and deliver communications which effectively represent the brand and drive real behaviour change. 

Main Responsibilities:

Performance:

  • Drive the team to achieve and exceed Key Performance Indicators and targets
  • Work across the business engaging teams and projects, to scope and define the contact centre activity, establishing frameworks of operational approach, prioritising demands from across the organisation based upon business need
  • Ensure all KPIs are fully communicated across the teams and performance is focused on their achievement
  • Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
  • Plan, execute and communicate regular contact centre strategy and campaign performance, which meets the needs of the wider business and is prioritised accordingly
  • Manage call handling software and all customer contact channels, working with IT in ensuring the technology works as required, improving the customer and customer journey
  • Hold internal stakeholders to account for what is needed in the business to deliver business performance
  • Own the contact centre portfolio and address areas of underperformance
  • Develop key relationships across the organisation

Customer:

  • Ensure the team understand customer needs and are supported to deliver on those needs
  • Deliver a great customer journey experience through the utilisation of a variety of customer channels and tools in line with the corporate approach
  • Act as a customer champion, sharing customer insights to drive business change
  • Inform improvements to the customer journey offering and value proposition, ensuring the Team is a fully functioning ‘Insight Engine’, feeding into overall strategy and future products

People:

  • Lead and motivate the team to achieve success through establishing clear expectations of performance, reviewing individual and team progress and taking proactive action to bring performance back in line where required
  • Lead the attraction and recruitment of talent for the team, acting as an ambassador as a great place to work Develop and retain the best available talent and provide coaching, training and constructive feedback on a regular basis to ensure the team maximises its contributions to the business
  • Develop and maintain talent and succession plans for Teams to ensure an ongoing pipeline of great people in the team
  • Create and maintain a culture which attracts, retains, and motivates employees
  • Responsible for location health and safety provision as specified by local country requirements

Skills, Experience and Attributes:

  • At least five years of experience of leading a contact centre environment
  • Experience of leading teams and first-line managers in a large contact centre environment (typically > 30 agents)
  • Experience in a proactive outbound selling environment, as well as a successful sales track record and the ability to demonstrate a professional sales approach
  • Deep knowledge of the principles of sales and service
  • Understand and application of wider best practice on proactive outbound selling environment and growing customer loyalty
  • Ability to manage across a multi-channel pipeline to ensure new sales objective are achieved
  • Experience of a sales-focused targeted environment
  • People focused, strong coaching and mentoring philosophy

What you get:

  • Competitive salary
  • Company bonus scheme
  • 25 days holiday
  • 5% pension scheme
  • Perkbox
  • Progression opportunities


If you feel that this could be the right role for you then apply now and we’ll be in touch.

  • Date Posted:
    12th March 2020
  • Location:
    Crewe
  • Salary:
    £45,000 - £55,000 OTE £65,000

To discover more, please get in touch...