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For Companies At a Glance
- Tasks: Lead the Contact Centre, ensuring top-notch customer service and efficient operations.
- Company: Join a dynamic Financial Services company in Cardiff, focused on excellence.
- Benefits: Initial 3-month role with potential for extension; gain valuable management experience.
- Why this job: Make a real impact on customer satisfaction while developing your leadership skills.
- Qualifications: Experience in Contact Centre Management is essential; thrive in fast-paced settings.
- Other info: Onboarding includes credit and DBS checks; apply now to kickstart your career!
The predicted salary is between 36000 - 60000 £ per year.
Your new company
A Financial Services company based in the Cardiff area.
Your new role
We are looking to recruit an Interim Contact Centre Manager to start ASAP for an initial period of 3 months.
Role overview
The Contact Centre Manager will have full management oversight of the Contact Centre, ensuring that the requirements of our customers are met quickly, efficiently, and to an excellent standard whilst adhering to company policies, procedures, rules, and regulations. The role includes responsibility for meeting, setting, and planning areas of improvement across all inbound and outbound communication channels. The position holder will take overall responsibility for the coordination of staff working hours to meet demand, engage with and motivate the business unit to drive positive staff engagement scores, and be accountable for the onboarding of new recruits and the quality of staff recruited.
Role deliverables
- Manage the daily running of the contact centre, including effective resource planning and applying effective contact centre strategies and operations.
- Undertake needs assessments, performance reviews, and recruitment analysis.
- Manage and resolve any escalated complaints from customers and liaise directly with other department managers when required to agree on resolutions.
- Assist in root cause analysis of complaints to identify issues with current processes/procedures.
- Set and meet performance targets for speed, efficiency, and quality.
- Liaise with team leaders, agents, and peer groups to gather information and investigate the root cause of issues that detract from customer service.
- Monitor work systems and procedures, generating and implementing plans to continually improve the quality and standard of the team’s output.
- Maintain effective internal controls to ensure compliance with internal procedures, policies, and regulatory bodies.
- Forecast and analyze data against budget figures on a monthly basis.
- Ensure continual improvement in service to improve customer satisfaction and retention.
- Maintain a low employee turnover, ensuring that staff have a clear career progression framework.
- Drive accountability of direct reports via regular 1:1 meetings and attend team huddles to help deliver business expectations.
What you’ll need to succeed
You’ll have Contact Centre Management experience and be comfortable working in a fast-paced environment.
What you’ll get in return
This role is expected to last 3 months initially with the chance of an extension. Please note, onboarding will include credit check and DBS check.
What you need to do now
If you’re interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or call us now. If this job isn’t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job, you accept the T&C’s, Privacy Policy, and Disclaimers which can be found at (url removed).
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Contact Centre Manager employer: Hays Business Support
Contact Detail:
Hays Business Support Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager
✨Tip Number 1
Familiarize yourself with the latest trends in contact centre management. Understanding current best practices and technologies can give you an edge during discussions with us about how to improve our operations.
✨Tip Number 2
Prepare to discuss your experience with performance metrics and how you've used data to drive improvements in previous roles. We value candidates who can demonstrate a results-oriented approach.
✨Tip Number 3
Think about specific examples where you've successfully managed a team through change or challenges. We appreciate candidates who can showcase their leadership skills in dynamic environments.
✨Tip Number 4
Be ready to talk about your strategies for employee engagement and retention. Since maintaining a low turnover is crucial for us, sharing your insights on this topic will be beneficial.
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. Focus on specific achievements, such as improving customer satisfaction scores or reducing employee turnover.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities of the role. Mention your ability to manage daily operations, handle escalated complaints, and drive team performance.
Showcase Relevant Skills: Emphasize skills that are crucial for the role, such as resource planning, performance analysis, and effective communication. Provide examples of how you've successfully applied these skills in previous positions.
Prepare for Potential Questions: Think about common interview questions related to contact centre management. Be ready to discuss your approach to staff engagement, performance targets, and handling customer complaints.
How to prepare for a job interview at Hays Business Support
✨Showcase Your Management Experience
Be prepared to discuss your previous experience in managing a contact centre. Highlight specific examples where you successfully improved performance metrics or resolved escalated customer complaints.
✨Demonstrate Your Problem-Solving Skills
Expect questions about how you handle challenges within a contact centre. Share instances where you conducted root cause analysis and implemented changes that led to improved customer satisfaction.
✨Emphasize Team Engagement Strategies
Talk about how you motivate and engage your team. Provide examples of how you've driven positive staff engagement scores and maintained low employee turnover in your previous roles.
✨Prepare for Compliance and Regulatory Questions
Since the role involves maintaining compliance with internal procedures and regulatory bodies, be ready to discuss your understanding of these requirements and how you've ensured adherence in past positions.
