Job Type: Permanent
Job ID: 169266
Are you an experienced leader who cares about delivering exceptional customer experiences?
We’re looking for a customer-focused Contact Centre Manager to join an industry leading company.
This is a newly created role borne from growth and success. You will be someone with a strong operational background who is passionate about people development, process improvement and ensuring positive customer experiences. Customers will be at the heart of every decision!
This role is based in Newcastle and offers a fantastic salary and benefits.
Responsible for the operational performance of the multi-channel customer operation
Maximising performance across all channels, ensuring quality and compliance standards are met
Optimising the support framework that helps to drive operational effectiveness – Planning, MI, Continuous Improvement, Training
Monitoring performance and progress to achieve KPIs across all channels, whilst delivering the customer experience goals and objectives
Be responsible for your team’s customer interactions and customer experience
Working with other senior leaders to deliver operational improvements in line with the wider business CX strategy
Taking the operational lead on change and transformation projects
Able to understand resource planning and MI
Developing and nurturing your teams
Previous experience in a Contact Centre Manager role
Passionate about people development and customer experience
Previous experience in continuous improvement
Experience managing change in a fast-paced and agile environment
Ability to work under pressure, manage your time effectively and work on your own initiative
Excellent analytical, decision-making and problem-solving skills
Self-motivated, ambitious and determined
Ability to manage and drive performance
Excellent communication skills at all levels
Multi-channel / omni-channel experience
Working knowledge of contact centre planning
If you have experience in a contact centre manager role and consider yourself passionate about people development and customer experience, we’d like to hear from you.
Send your CV and a member of our team will be in touch.