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For Companies At a Glance
- Tasks: Lead and manage the Contact Centre, ensuring top-notch customer service and efficient operations.
- Company: Join a dynamic Financial Services company in Cardiff, focused on excellence and customer satisfaction.
- Benefits: Initial 3-month role with potential for extension; gain valuable management experience.
- Why this job: Make a real impact by improving customer service and staff engagement in a fast-paced environment.
- Qualifications: Experience in Contact Centre Management is essential; thrive in a high-energy setting.
- 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
Contact Centre Manager to 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.
Responsible for meeting, setting, and planning areas of improvement across all inbound and outbound communication channels. To 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. Position holder to 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.
- Managing and resolving any escalated complaints from customers and liaising directly with other department managers when required to agree resolutions on complaints.
- Assist in root cause analysis of complaints to identify any issues with current processes / procedures.
- Set / meet performance targets for speed, efficiency and quality.
- Liaise with team leaders, agents and peer group to gather information and investigate the root cause of issues that are detracting from customer service.
- Monitoring of work systems and procedures, generating and implementing plans to continually improve the quality and standard of the team’s output.
- Maintaining effective internal controls to ensure compliance with internal procedures, policies and regulatory bodies.
- Forecast and analyse data against budget figures on a monthly basis.
- Ensuring continual improvement in service in order to improve customer satisfaction and customer retention.
- Maintain a low employee turnover, ensuring that staff have a clear career progression framework.
- Driving accountability of direct reports via regular 1:1 meetings and attending 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.
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Contact Centre Manager employer: Hays
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager
✨Tip Number 1
Make sure to highlight your previous experience in managing contact centres. Be ready to discuss specific strategies you've implemented that improved customer service and staff engagement.
✨Tip Number 2
Prepare examples of how you've handled escalated complaints in the past. Show that you can effectively liaise with other departments to resolve issues and improve processes.
✨Tip Number 3
Familiarize yourself with performance metrics relevant to contact centres. Be prepared to discuss how you've set and met targets for speed, efficiency, and quality in your previous roles.
✨Tip Number 4
Demonstrate your ability to forecast and analyze data against budget figures. Share any experiences where your analysis led to actionable insights that benefited the contact centre operations.
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 and skills that align with the role, such as resource planning, performance reviews, and customer service improvement.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities of the Contact Centre Manager position. Emphasize your ability to manage teams, resolve complaints, and implement effective strategies to enhance customer satisfaction.
Showcase Relevant Experience: In your application, provide examples of how you've successfully managed a contact centre in a fast-paced environment. Include metrics or outcomes that demonstrate your impact on performance and employee engagement.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors or typos. A polished application reflects your attention to detail and professionalism, which are crucial for a managerial role.
How to prepare for a job interview at Hays
✨Showcase Your Management Experience
Be prepared to discuss your previous experience in managing a contact centre. Highlight specific examples where you successfully improved processes, managed staff, or resolved escalated complaints.
✨Demonstrate Your Problem-Solving Skills
Expect questions about how you've handled difficult situations in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your ability to analyze root causes and implement effective solutions.
✨Understand the Company’s Values
Research the financial services company and understand its mission and values. Be ready to explain how your personal values align with theirs and how you can contribute to their goals, especially in terms of customer satisfaction and employee engagement.
✨Prepare for Performance Metrics Discussion
Since the role involves setting and meeting performance targets, be ready to discuss key performance indicators (KPIs) you've used in the past. Share how you tracked these metrics and what strategies you implemented to achieve them.
