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- Tasks: Lead and motivate a team of collectors to achieve performance targets.
- Company: Join a dynamic company focused on customer welfare and operational excellence.
- Benefits: Enjoy a competitive salary, pension scheme, and modern office perks.
- Why this job: Make an impact in a fast-paced environment while developing your leadership skills.
- Qualifications: Proven experience in managing teams and delivering performance improvements required.
- Other info: Weekend cover may be needed; DBS and CCJ checks are mandatory.
The predicted salary is between 29280 - 40960 £ per year.
Contact Centre Manager
Location: Birmingham
Job Type: Full-Time 37.5 hours per week
Salary: Up to £36,800 per annum DOE
My client is seeking an experienced Contact Centre Manager to lead and oversee a team of collectors, ensuring the efficient operation of the contact centre. This role involves managing performance, setting targets, ensuring compliance with company procedures, and fostering a positive and results-driven work environment.
Key Responsibilities as a Contact Centre Manager:
- Manage a team of collectors, ensuring all aspects of their performance are optimised and issues are resolved efficiently.
- Lead, motivate, and support collectors both individually and as a team to achieve set targets, objectives, and deadlines.
- Set, communicate, and monitor revenue targets on a daily, weekly, and monthly basis for individuals and the wider team.
- Implement performance management processes for underperforming collectors, ensuring continuous improvement.
- Monitor the contact centre dashboard to maintain service level agreements (SLAs) and key performance indicators (KPIs), ensuring customer expectations are exceeded.
- Collaborate with dialler and campaign managers to meet call demand requirements.
- Utilise available data to identify trends and address key issues such as call abandonment and avoidance, taking a robust approach with underperformers.
- Ensure adequate attendance levels among collectors to maintain SLA performance, working closely with HR when required.
- Provide recommendations for operational improvements and report these in regular management meetings.
- Support the implementation of processes aligned with the company’s social responsibility and customer welfare objectives.
- Assist in workforce planning, including long-term recruitment strategies for the customer services department.
- Liaise with IT and external providers to resolve technical issues impacting the contact centre.
- Stay up to date with all relevant company policies, client guidelines, and regulatory requirements, ensuring compliance and supporting staff on complex issues.
- Work closely with other departments, including IT, HR, Payroll, and Enforcement Agents, to resolve operational issues.
- Collaborate with other managers to ensure the smooth running of the contact centre, particularly in the absence of the Contact Centre Manager.
- Support change management initiatives within the department.
Skills & Experience Required as a Contact Centre Manager:
- Proven experience leading large teams in a contact centre or operational environment.
- Demonstrated ability to coach and develop staff in a coaching-driven culture.
- Strong track record of delivering performance improvements and process enhancements.
- Target-driven with experience in setting, achieving, and exceeding performance goals.
- Excellent managerial and communication skills, with the ability to influence and motivate teams, even in high-pressure situations.
- Proactive and results-oriented, with strong change management capabilities.
- Strong analytical skills to interpret data and identify key trends.
- Demonstrated leadership ability and experience in peer-to-peer support.
- Effective team player with a collaborative and inclusive approach.
- Significant experience in a fast-paced inbound call centre environment; debt collection experience is desirable but not essential.
- Willingness to provide occasional weekend cover when required.
- Strong people management skills, with a focus on engagement and staff development.
Benefits as a Contact Centre Manager:
- Competitive basic salary of up to £36,800 per annum.
- 37.5-hour working week.
- Company pension scheme.
- Life assurance plan.
- Complimentary daily refreshments.
- Modern office environment with on-site parking.
- 28 days of annual leave, including bank holidays.
The successful applicant will be required to undergo a DBS and CCJ check before an offer of employment is made.
If you have the experience and leadership qualities required for this role, we encourage you to apply today!
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Contact Centre Manager in Birmingham) employer: Priority Recruitment LTD
Contact Detail:
Priority Recruitment LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager in Birmingham)
✨Tip Number 1
Familiarize yourself with the key performance indicators (KPIs) and service level agreements (SLAs) relevant to contact centres. Understanding these metrics will help you demonstrate your ability to manage and improve performance effectively during the interview.
✨Tip Number 2
Prepare examples of how you've successfully led teams in high-pressure environments. Highlight specific instances where you motivated your team to exceed targets or improved processes, as this aligns with the role's requirements.
✨Tip Number 3
Research the company’s social responsibility initiatives and be ready to discuss how you can support these objectives within the contact centre. Showing that you align with their values can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of the company on platforms like LinkedIn. Gaining insights into the company culture and operational challenges can provide you with valuable talking points during your interview.
We think you need these skills to ace Contact Centre Manager in Birmingham)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing teams within a contact centre environment. Emphasize your achievements in performance improvement and staff development, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for leading teams and driving results. Mention specific examples of how you've successfully managed performance and implemented process improvements in previous roles.
Highlight Relevant Skills: Clearly outline your managerial and communication skills, as well as your ability to motivate teams under pressure. Use concrete examples to demonstrate your analytical skills and experience with KPIs and SLAs.
Showcase Your Leadership Experience: Detail your leadership experience, particularly in coaching and developing staff. Highlight any experience you have with change management initiatives and how you've fostered a positive work environment.
How to prepare for a job interview at Priority Recruitment LTD
✨Showcase Your Leadership Skills
As a Contact Centre Manager, your ability to lead and motivate a team is crucial. Be prepared to share specific examples of how you've successfully managed teams in the past, focusing on your coaching techniques and how you've driven performance improvements.
✨Demonstrate Your Analytical Abilities
The role requires strong analytical skills to interpret data and identify trends. During the interview, discuss how you've used data to make informed decisions in previous roles, particularly in relation to performance metrics and KPIs.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle underperformance. Prepare scenarios where you've had to implement performance management processes or resolve operational issues effectively.
✨Emphasize Your Collaborative Approach
Collaboration with other departments is key in this role. Highlight your experience working cross-functionally, especially with IT, HR, and other managers, to ensure smooth operations and resolve issues.
