Contact Centre Manager

Alma Personnel are pleased to announce that they will be recruiting on behalf of their Redditch based client (part of a bigger group) for an experienced Contact Centre Manager.

Before applying for this role, please read the following information about this opportunity found below.

Duties and Tasks :-

* Responsible for the management of a team of collectors and all aspect of their performance, resolving issues as they arise.

* Lead, motivate and manage collectors both individually and as a team, to achieve set targets, objectives & timetables utilising documented 1-2-1’s, coaching, sampling and feedback.

* Set, communicate, and monitor revenue targets daily / weekly / monthly for both individual collectors and the team.

* Performance manage any collector who has not met performance or revenue delivery through the contact centre performance management process.

* Monitor contact centre dashboard ensuring delivery of business objectives through SLA\’s and KPI\’s, ensuring calls are answered professionally and in line with company procedures, exceeding customer expectations.

* Work closely with dialler / campaign managers to ensure call demands are being met.

* Use all data available to understand and address key issues and trends such as call abandonment, calls waiting, call avoidance etc taking a robust approach with under-performers.

* Maintain collector\’s attendance to ensure SLA’s are not compromised, liaising with the companies HR department in line with company procedures.

* Provide recommendations for continuous improvement of the operational process and report these at regular meetings.

* Provide support in implementing processes agreed with the Social Responsibility and Customer Welfare Manager to meet business requirements.

* Assist with planning the long-term recruitment requirements of the Customer Services Department work force.

* Monitor internal service desk, liaising with IT and Ring Central to report and resolve faults / malfunctions / issues where necessary.

* Maintain an up-to-date knowledge of all relevant Group Policies, Client Guidelines, Statutes and Regulations in order to provide assistance to staff on more complex issues & ensure all round compliance.

* Liaising with other departments to ensure issues arising in relation to IT, HR, Payroll & Enforcement Agents are communicated and where necessary resolved.

* Work collectively with other managers to ensure smooth running of the contact centre in the absence of the contact centre manager.

* Assist with change projects within the department.

* Assistance with any other duties that are within the scope of the job purpose

Skills and Experience :-

* Proven experience of leading large teams in a contact centre/operations environment

* Evidenced experience and proven track record of coaching and developing a coaching environment

* Results driven with experience of delivering performance and process improvements

* Excellent management and communications skills to influence a team and motivate them to achieve their team and personal best, even in challenging circumstances, with competing demands and pressures.

* Autonomous and self-starting – Positive and action oriented with the ability to manage change

* Analytical skills to interpret data and trends

* Proven Leadership ability & Peer to Peer Support

* Strong and effective team player with an inclusive and collaborative approach.

* Significant experience in an inbound call centre which is fast paced, debt collection experience would be desirable but is not essential

* Ability to be available on occasion on Saturday and Sundays for cover purposes

* Excellent People Management Skills

Excellent salary package + Company Pension scheme and incentives

If you feel you have the right skills and experience, apply now stating why you feel you would be suitable for this position