CONTACT CENTRE MANAGER
CONTACT CENTRE MANAGER
PROVIDE STRONG, VISIBLE LEADERSHIP WHICH EMPOWERS THE CONTACT CENTRE TEAM TO ACHIEVE AWARD WINNING CUSTOMER SERVICE
£31,350 - £35,000
BIRMINGHAM
35 HOURS A WEEK
Our client is a well established Public Sector organisation providing 13,000 affordable homes and services, including health and social care, to 80,000 people in the Midlands. This is a not for profit organisation and one of the largest housing groups in the region.
Consequently, our client is looking for a Contact Centre Manager. The contact centre largely deals with queries around housing repairs and maintenance, housing issues and general enquires. The role will entail:
• Direct management of 2 Team Leaders and an overall FTE of 20 – 25 staff
• Monitoring of real time operational performance and implementing corrective actions to address any situations before they arise
• Working to support the achievement of the operational objectives, goals and KPIs
• Accountable for the service provided ensuring that Executives are multi-skilled across repairs, housing and other roles
• Completing one to ones and appraisals and providing constructive feedback to support staff in the achievement of personal development, team objectives and maximisation of performance
• Conduct call quality coaching sessions and side by side coaching to develop Team Leaders and Executives to develop the service provided
• Development of policy and procedures relating to customer service in line with best practice with a view to securing formal accreditation
• Providing immediate support with real time resolution e.g.; Disaster recovery co-ordination, Resource scheduling and alignment, Call flow and tasks
• Monitoring performance and the quality of service associated to all multi-media contact channels
• Aligning staff and rotas as requested from inbound and outbound forecasting
• Manage the Recruitment and Selection process in accordance with the Code of Practice.
That's why we need someone with proven contact centre management experience ideally within housing, repairs and customer service. Someone with practical experience in the use of telephony, customer relationship management and scheduling systems experience
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