Contact Centre Manager

Leaders in the debt recovery enforcement sector, our client has been operating for over 40 years supporting hundreds of local authorities and Transport for London. They have a strong UK team, employing 500 people all over the UK. They are committed to building a culture where everyone has the opportunity to do meaningful work and be both recognised and rewarded for their effort.

Key Responsibilities

• Responsible for the management of a team of collectors and all aspects of their performance, resolving issues as they arise.
• Lead, motivate and manage collectors both individually and as a team, to achieve set targets, objectives & timetables utilising documented 1-2-1’s, coaching, sampling and feedback.
• Set, communicate, and monitor revenue targets daily / weekly / monthly for both individual collectors and the team.
• Performance manage any collector who has not met performance or revenue delivery through the contact centre performance management process.
• Monitor contact centre dashboard ensuring delivery of business objectives through SLA’s and KPI’s, ensuring calls are answered professionally and in line with company procedures, exceeding customer expectations.
• Work closely with dialler / campaign managers to ensure call demands are being met.
• Use all data available to understand and address key issues and trends such as call abandonment, calls waiting, call avoidance etc taking a robust approach with under-performers.
• Maintain collectors’ attendance to ensure SLA’s are not compromised, liaising with the companies HR department in line with company procedures.
• Provide recommendations for continuous improvement of the operational process and report these at regular meetings.
• Provide support in implementing processes agreed with the Social Responsibility and Customer Welfare Manager to meet business requirements.
• Assist with planning the long-term recruitment requirements of the Customer Services Department workforce.
• Monitor internal service desk, liaising with IT and Ring Central to report and resolve faults / malfunctions / issues where necessary.
• Maintain an up-to-date knowledge of all relevant Group Policies, Client Guidelines, Statutes and Regulations in order to provide assistance to staff on more complex issues & ensure all round compliance.
• Liaising with other departments to ensure issues arising in relation to IT, HR, Payroll & Enforcement Agents are communicated and where necessary resolved.
• Work collectively with other managers to ensure smooth running of the contact centre in the absence of the contact centre manager.
• Assist with change projects within the department.
• Assistance with any other duties that are within the scope of the job purpose.

Skills and Experience Required

• Proven experience of leading large teams in a contact centre/operations environment.
• Evidenced experience and proven track record of coaching and developing a coaching environment.
• Results driven with experience of delivering performance and process improvements.
• Ability to set, meet and exceed targets.
• Excellent management and communications skills to influence a team and motivate them to achieve their team and personal best, even in challenging circumstances, with competing demands and pressures.
• Autonomous and self-starting – Positive and action oriented with the ability to manage change.
• Analytical skills to interpret data and trends.
• Proven Leadership ability & Peer to Peer Support.
• Strong and effective team player with an inclusive and collaborative approach.
• Strong Communication skills – written and verbal.
• Strong interpersonal and influencing skills.
• Significant experience in an inbound call centre which is fast-paced; debt collection experience would be desirable but is not essential.
• Ability to be available on occasion on Saturday and Sundays for cover purposes.

Compensation and Benefits

• Basic Salary of up to £36,800 per annum.
• 37.5 hours per week.
• Company Pension Scheme.
• Company Life Assurance Plan.
• On Site Car Parking.
• 28 Days Annual Leave including Bank Holidays.

The successful applicant would be required to undertake a DBS and CCJ check before an offer of employment is made.

Please apply to find out more.

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