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Contact Centre Manager

Location: Newcastle

Salary:

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.

 

Responsibilities:

 

  • 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

 

About you:

 

  • 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.