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- Tasks: Lead and manage a team of collectors to achieve performance goals.
- Company: Join a dynamic team focused on exceptional customer service and operational success.
- Benefits: Enjoy a competitive salary, comprehensive benefits, and a modern office environment.
- Why this job: This role offers career development in a supportive team culture with a focus on performance improvement.
- Qualifications: Proven experience in leading teams, strong communication skills, and analytical abilities are essential.
- Other info: Must be willing to work weekends and undergo background checks.
The predicted salary is between 30000 - 41000 £ per year.
We are looking for an experienced and dynamic Contact Centre Manager to join our team. In this role, you will lead and manage a team of collectors, ensuring their performance and development while meeting key performance indicators (KPIs) and business objectives. You will motivate, coach, and manage your team to deliver exceptional customer service, meet revenue targets, and drive operational success.
Contact Centre Manager Key Responsibilities:
- Manage and lead a team of collectors, addressing performance issues and ensuring targets are met.
- Set and monitor revenue targets for individuals and the team on a daily, weekly, and monthly basis.
- Conduct 1-2-1s, coaching, feedback, and performance management sessions with collectors.
- Ensure the contact centre meets its SLAs and KPIs, exceeding customer expectations.
- Collaborate with dialler and campaign managers to ensure call volume demands are met.
- Analyze data to identify trends and issues, addressing call abandonment, delays, and performance concerns.
- Work closely with HR on attendance management, ensuring SLA compliance.
- Support process improvement initiatives and report findings at regular meetings.
- Ensure compliance with relevant policies, client guidelines, and regulations.
- Assist with recruitment planning for the Customer Services Department workforce.
- Liaise with internal teams (HR, IT, Payroll, Enforcement) to resolve issues and ensure smooth operations.
- Support change management projects within the department.
Contact Centre Manager Skills and Experience:
- Proven experience leading large teams in a contact centre or operations environment.
- Strong track record of coaching and developing individuals in a performance-driven environment.
- Results-focused with a passion for driving performance and process improvements.
- Strong communication and leadership skills to motivate a team and overcome challenges.
- Ability to manage change and take proactive action.
- Analytical skills to interpret performance data and trends.
- Experience in a fast-paced inbound call centre, with debt collection experience being desirable but not essential.
- Excellent people management skills, with a collaborative and inclusive approach.
- Ability to work weekends for cover as required.
You will receive the following remuneration package:
- Competitive salary up to £36,800 per annum depending on your skills and experience.
- 37.5 hours per week with a modern office environment.
- Comprehensive benefits including pension scheme, life assurance, daily refreshments, and on-site car parking.
- 28 days of annual leave (including Bank Holidays).
- Opportunity for career development and progression within a supportive team.
The successful applicant will be required to undergo a DBS and CCJ check prior to an offer of employment being made. If you think you have the skills and experience my client is looking for please click APPLY with your updated CV and I will be in touch soon.
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Contact Centre Manager employer: TN United Kingdom
Contact Detail:
TN United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager
✨Tip Number 1
Familiarize yourself with key performance indicators (KPIs) relevant to contact centres. Understanding these metrics will help you demonstrate your ability to meet and exceed targets during the interview.
✨Tip Number 2
Prepare examples of how you've successfully coached and developed team members in previous roles. Highlight specific instances where your leadership led to improved performance or customer satisfaction.
✨Tip Number 3
Research common challenges faced in contact centres, such as call abandonment and performance issues. Be ready to discuss how you've addressed similar challenges in the past and your approach to problem-solving.
✨Tip Number 4
Show your enthusiasm for process improvement by discussing any initiatives you've led or participated in. This will demonstrate your proactive nature and commitment to operational success.
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 managing teams, particularly in a contact centre or operations environment. Emphasize your coaching and performance management skills, as well as any relevant achievements related to KPIs and revenue targets.
Craft a Compelling Cover Letter: In your cover letter, express your passion for leading teams and driving performance improvements. Mention specific examples of how you've motivated and developed team members in the past, and how you plan to apply these skills in the new role.
Highlight Analytical Skills: Since the role requires analyzing data to identify trends and issues, be sure to include any relevant experience you have with data analysis. Discuss how you've used data to improve performance or resolve operational challenges in previous roles.
Prepare for Potential Questions: Think about potential interview questions related to team management, performance improvement, and handling change. Prepare examples from your past experiences that demonstrate your leadership and problem-solving abilities.
How to prepare for a job interview at TN United Kingdom
✨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 addressed performance issues.
✨Understand Key Performance Indicators (KPIs)
Familiarize yourself with common KPIs in contact centres, such as call abandonment rates and revenue targets. During the interview, demonstrate your analytical skills by discussing how you've used data to drive performance improvements in previous roles.
✨Emphasize Your Communication Skills
Strong communication is key in this role. Be ready to discuss how you've effectively communicated with your team and other departments, especially in resolving issues or implementing changes. Highlight any experience you have in conducting 1-2-1s and providing feedback.
✨Prepare for Change Management Questions
Change management is a significant part of the role. Think about times when you've led your team through changes or improvements. Be prepared to discuss your approach to managing resistance and ensuring smooth transitions.
