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- Tasks: Lead daily operations of our National Contact Centre and drive team performance.
- Company: Join a forward-thinking company committed to equality, diversity, and inclusion.
- Benefits: Enjoy 31 days holiday, health perks, and discounts on major retailers.
- Why this job: Make an impact through leadership while developing your career in a supportive environment.
- Qualifications: Proven experience in contact centre management with strong leadership and communication skills.
- Other info: Opportunity for continuous learning and career development.
The predicted salary is between 36000 - 60000 £ per year.
Join us as our Contact Centre Manager as part of our Senior Management Team, overseeing the daily operations of the National Contact Centre and ensuring smooth performance. You’ll analyse performance data, optimise efficiency, and make decisions that balance service quality with budget goals.
In this role, you’ll drive team performance, implement strategic goals, and step in for the Head of Call Centre when needed, ensuring effective leadership and seamless operations.
The ideal candidate is an experienced leader with a strong background in contact centre management. They excel in driving performance through data analysis, team motivation, and strategic decision-making. Adaptable, results-focused, and confident in leading operations, they possess excellent communication and problem-solving skills, ensuring high-quality service and efficiency.
Key Responsibilities
- Managing the daily operations of the Contact Centre, balancing both the business and people priorities to ensure the achievement of key KPI’s and objectives.
- Manage the performance and development of direct reports for them to achieve their individual targets aligned to the overall Contact Centre strategy and budgetary requirements.
- To undertake and contribute to projects to identify, establish and enhance effective implementation of effective business processes to support the strategy and business objectives of the Call Centre.
- To support the team with development and succession planning within the areas in accordance with NCC and Group L&D initiatives, ensuring optimum performance is always maintained.
- Support the Head of Call Centre in the planning and the implementation of high-level strategy within the departments, working with key stakeholders to recommend and implement change.
- To create an impact through presence and a natural ability to influence positively, leading by example. Use data-driven insights to improve customer experience and streamline workflows.
Key Skills & Experience
- Proven experience as a Contact Centre Manager or similar leadership role in a customer service environment.
- Strong leadership and team management skills, with a focus on coaching and staff development.
- Excellent communication and problem-solving abilities.
- Proficient in contact centre technologies, including dialler experience and reporting tools.
- Ability to produce, analyse and interpret data and performance through KPIs and service metrics.
- Experience in budget management and cost optimisation.
- Knowledge of industry regulations and best practices.
Why Join Us?
- Competitive Salary
- 31 days holiday, increasing to 33 days after 2 years of service plus have your birthday off.
- Paid time off annually to volunteer.
- Comprehensive health & well-being benefits including cycle to work scheme, 24hr remote access to a doctor, heavily discounted gym memberships, and free access to mental health first aiders.
- Heavily discounted group discount scheme on all products.
- Group Perks and freebies on days out, cinema, theatre, eating in and out, mobile phones, a new car, food shopping, and most major high street retailers.
- Opportunity to work with a forward-thinking and supportive team.
- Career development and continuous learning opportunities.
Ready to take the next step in your career? Apply today.
Our Company is committed to monitoring & aligning its Policies with up-to-date Government guidance on reducing the spread of respiratory infections in the workplace. Through the Company’s value of Succeed Together, we are committed to Equality, Diversity and Inclusion. We recruit the best person for the job regardless of any protected characteristics as defined by the Equality Act 2010, creating an inclusive working environment and culture for our employees.
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Contact Centre Manager employer: ABL Architectural Products Corp.
Contact Detail:
ABL Architectural Products Corp. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager
✨Tip Number 1
Familiarize yourself with the latest contact centre technologies and reporting tools. Being proficient in these areas will not only boost your confidence during discussions but also demonstrate your commitment to staying updated in a fast-paced environment.
✨Tip Number 2
Highlight your experience in budget management and cost optimization. Prepare specific examples of how you've successfully managed budgets in previous roles, as this is crucial for balancing service quality with financial goals.
✨Tip Number 3
Showcase your leadership style by preparing to discuss how you motivate teams and drive performance. Think of instances where you've implemented strategic goals and how that positively impacted team dynamics and results.
✨Tip Number 4
Be ready to discuss your approach to data analysis and how it has influenced customer experience improvements in your past roles. This will highlight your ability to use data-driven insights effectively, which is key for this position.
We think you need these skills to ace Contact Centre Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in contact centre management and leadership roles. Focus on specific achievements related to performance analysis, team motivation, and strategic decision-making.
Craft a Compelling Cover Letter: In your cover letter, emphasize your ability to balance service quality with budget goals. Share examples of how you've driven team performance and implemented successful strategies in previous roles.
Showcase Data-Driven Insights: Demonstrate your proficiency in using data to improve customer experience. Include specific metrics or KPIs you have successfully managed in past positions to illustrate your analytical skills.
Highlight Leadership Skills: Discuss your leadership style and how you motivate teams. Provide examples of how you've supported staff development and succession planning to align with the company's objectives.
How to prepare for a job interview at ABL Architectural Products Corp.
✨Showcase Your Leadership Experience
Be prepared to discuss your previous leadership roles in contact centre management. Highlight specific examples where you successfully drove team performance and achieved key KPIs, demonstrating your ability to balance business and people priorities.
✨Demonstrate Data-Driven Decision Making
Since the role emphasizes data analysis, come equipped with examples of how you've used performance metrics to improve customer experience and operational efficiency. Discuss any tools or technologies you are proficient in that support this process.
✨Communicate Your Coaching Philosophy
As a Contact Centre Manager, your ability to develop and motivate your team is crucial. Share your approach to coaching and staff development, including any successful strategies you've implemented to enhance team performance.
✨Prepare for Strategic Discussions
Expect questions about your experience with strategic planning and implementation. Be ready to discuss how you've contributed to high-level strategy in previous roles and how you can support the Head of Call Centre in achieving departmental goals.
