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- Tasks: Lead a dynamic team to manage and optimise our UK Contact Centre operations.
- Company: Join a forward-thinking company committed to diversity and excellence.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer experiences and driving team success.
- Qualifications: Strong communication skills and a positive attitude are essential.
- Other info: Be part of a supportive environment that values fairness and respect.
The predicted salary is between 28800 - 43200 £ per year.
Responsible for the effective management of a UK Contact Centre by coordinating, managing and directing operations to ensure that the unit meets its financial, quality and customer service targets. To take ownership of the Contact Centre function to allow for efficient and effective handling of all calls. Building relationships with key stakeholders including our clients and ensuring strong communication from members of their team throughout any interactions.
Key Duties
- Performance Management of the Contact Centre team
- Understand the customer needs & requirements
- Create a highly motivated workforce
- Conduct detailed analysis within the Contact Centre, providing specifications for resource planning
- Day to day demand and capacity planning and management of the Contact Centre including shift plans
- Develop contingency plans to ensure continuous operation of the Contact Centre Function
- Ensure recruitment is planned and delivered in line with agreed resource plan
- Systematically review Contact Centre performance and take corrective actions
- Constantly review current working practices and re‑engineer business processes to deliver best practice
- Implement change programmes in line with agreed projects and initiatives
- Deliver and co‑ordinate training to new and existing staff to improve understanding and performance
- Foster a customer focused culture within the Contact Centre
- Establish key relationships throughout the business environment both internal and external
Key Requirements
- Performance Management
- Relationship building
- Excellent communication skills and a positive can do attitude
Along with our client, we are committed to a diverse workforce and as such recruit from a wide available pool of talent, with the hiring, assessment and selection process being fair, free from bias and one which ensures the right person is selected for the job, based on merit. We treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.
Contact Centre Manager in Brighton employer: PZL
Contact Detail:
PZL Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager in Brighton
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the lookout for a Contact Centre Manager role. You never know who might have the inside scoop on an opening!
✨Tip Number 2
Prepare for those interviews by practising common questions related to performance management and relationship building. We recommend doing mock interviews with friends or family to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your communication skills! During interviews, make sure to articulate your thoughts clearly and positively. Remember, a can-do attitude goes a long way in making a great impression.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Contact Centre Manager in Brighton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Contact Centre Manager role. Highlight your experience in performance management and relationship building, as these are key for us. Use specific examples that showcase your skills and achievements.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Tell us why you’re the perfect fit for the role and how your positive can-do attitude will benefit our team. Don’t forget to mention your operational experience and how you’ve fostered a customer-focused culture in previous roles.
Showcase Your Communication Skills: Since excellent communication is a must-have for this position, make sure your application is clear and concise. Use straightforward language and structure your thoughts logically. This will give us a taste of how you communicate in a professional setting.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at PZL
✨Know Your Numbers
As a Contact Centre Manager, you'll need to demonstrate your understanding of performance metrics. Brush up on key performance indicators (KPIs) relevant to contact centres, such as call handling times and customer satisfaction scores. Be ready to discuss how you've used data to drive improvements in previous roles.
✨Showcase Your Leadership Style
This role requires strong leadership skills, so think about how you can convey your management style during the interview. Prepare examples of how you've motivated teams, handled conflicts, or implemented training programmes. Highlighting your ability to create a positive work culture will resonate well with the interviewers.
✨Build Relationships
Relationship building is key in this role, so come prepared with examples of how you've successfully collaborated with stakeholders in the past. Whether it's clients or team members, showing that you can foster strong connections will set you apart. Think about specific instances where your communication skills made a difference.
✨Be Ready for Change Management Questions
Change is constant in contact centres, so expect questions about how you've managed transitions or implemented new processes. Prepare to discuss any change initiatives you've led, the challenges you faced, and the outcomes. This will show your adaptability and strategic thinking, which are crucial for the role.
