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- Tasks: Lead and develop a team to deliver top-notch customer service.
- Company: Join a dynamic company focused on enhancing customer experiences.
- Benefits: Enjoy hybrid working, competitive salary, and a supportive work culture.
- Why this job: Make a real impact while growing your leadership skills in a vibrant environment.
- Qualifications: Previous managerial experience in a contact centre is essential.
- Other info: Flexible hours and a focus on employee engagement make this role unique.
The predicted salary is between 36000 - 54000 £ per year.
Salary - Up to £45,000 per annum dependant on experience
Working hours - 35 hours per week between 8am - 6pm Monday to Friday
Location - Hull, HU3. Hybrid working 2 days in office.
Contract - Permanent
Responsibilities
- Managing, coaching and developing a triage team to deliver excellent customer service.
- Working with team members to meet customer needs in a responsive and efficient manner.
- Managing escalated problems and performing root cause analysis of any trends identified to improve customer experience.
- Driving employee engagement through effective communication in one-to-one meetings and team meetings.
- Ensuring all KPI's are met and adhered to.
- Analysing and monitoring key performance metrics to enable forward capacity planning, identify key trends and spot performance efficiency opportunities.
- Delivery of daily, weekly and monthly insight from the MI and reporting to support the Head of Legal Advisory and Team Leaders in the oversight and efficient running of the operational service.
Experience
- Professional Services Contact Centre experience gained within a managerial capacity.
Skills
- Self-motivated with the ability to think ahead.
- Excellent time management and prioritisation skills.
- Strong people management skills and proven ability to maintain high performance in their team.
- Effective analytical skills.
- Excellent communication skills, demonstrating ability to relay information and seek buy-in appropriately at all levels.
- Flexibility and resourcefulness.
- Commercial understanding.
Knowledge
- Knowledge and ability to use Microsoft Office applications - Excel, Word, PowerPoint.
- Understanding and interpretation of data, MI and reporting.
Please apply now or send your CV to.
Contact Centre Manager employer: Interaction Recruitment
Contact Detail:
Interaction Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to contact centres. Understanding these metrics will not only help you in interviews but also demonstrate your commitment to driving performance and efficiency.
✨Tip Number 2
Brush up on your analytical skills, especially in relation to data interpretation and reporting. Being able to discuss how you've used data to improve customer service in previous roles can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully managed and developed teams in the past. Highlighting your people management skills and your approach to employee engagement will resonate well with the hiring team.
✨Tip Number 4
Research StudySmarter's values and culture. Tailoring your conversation during the interview to align with our mission and demonstrating how you can contribute to our goals will show that you're a great fit for the team.
We think you need these skills to ace Contact Centre Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing contact centre operations. Emphasise your skills in coaching, problem-solving, and performance analysis, as these are crucial for the Contact Centre Manager role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the responsibilities listed in the job description. Mention specific examples from your past experience that demonstrate your ability to manage teams and improve customer service.
Highlight Key Skills: In your application, clearly outline your self-motivation, time management, and people management skills. Use bullet points to make these stand out, as they are essential for the role.
Showcase Analytical Abilities: Include examples of how you've used data and reporting to drive improvements in previous roles. This will demonstrate your analytical skills and your ability to meet KPIs effectively.
How to prepare for a job interview at Interaction Recruitment
✨Showcase Your Leadership Skills
As a Contact Centre Manager, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully managed teams in the past, focusing on coaching and driving performance.
✨Understand Key Performance Indicators (KPIs)
Familiarise yourself with common KPIs in contact centres. Be ready to discuss how you have previously met or exceeded these metrics and how you plan to ensure they are achieved in this role.
✨Prepare for Problem-Solving Questions
Expect questions about how you've handled escalated issues or identified trends in customer service. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Demonstrate Analytical Skills
Since the role involves analysing performance metrics, be prepared to discuss your experience with data interpretation and reporting. Highlight any tools or software you've used, especially Microsoft Office applications like Excel.
