Contact Centre Manager (Rota and Resources)

The Royal Albert Hall is recruiting for an enthusiastic and experienced Contact Centre Manager (Rota and Resources) to join our Box Office team.

The Contact Centre Manager (Rota and Resources) plays a vital role in optimising our customer service operations. Success in this position involves efficiently managing staff schedules and resources to ensure optimal coverage and high service levels. The role requires balancing employee needs with business demands to maximise productivity and enhance customer experiences by aligning our workforce with demand.

Desirable attributes for the successful candidate include experience with Automatic Call Distribution software, resource planning tools, and other Contact Centre technologies; strong communication skills—both written and oral—and good listening skills with the ability to demonstrate empathy. Experience with Tessitura or understanding of other ticketing software packages would be advantageous. Additionally, experience in an omni-channel Contact Centre environment, along with the ability to work well within a team and independently, is desirable.

The role involves line managing full-time, part-time, and casual staff. Previous line management experience is advantageous, as are leadership qualities such as high emotional intelligence and a genuine interest in the wellbeing and engagement of the team. The role is part of a wider management team, requiring a collaborative approach to achieving collective goals.

This is an exciting opportunity for individuals wishing to further their career in the Ticketing and Contact Centre sector at a world-class venue.

\\n#J-18808-Ljbffr