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Contact Centre Manager

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Job Title: Contact Centre Manager Salary: £19.44 per hour (£35,000) Duration: Temporary for 3 – 6 months Hours: Monday – Friday 08.30 – 17.00 – with flexibility to work until 6pm Location: Redditch – onsite car parking Calling all experienced Contact Centre Managers! Used to managing a large team within a fast paced, busy enivroment? Adept in monitoring staff performance and KPI’s? Looking for an organisation where you can showcase your management experience whilst leading a team that’s working on one of the organisations biggest ever client wins? If yes, we are waiting to hear from you! • Accountable for the performance of the team, you will be competent at monitoring team and individual performance levels, KPI’s and SLA’s • Liaising with L&D regarding selection, training and identifying of training needs with existing staff • Lead, develop and motivate the team to ensure they are working to a high standard and hitting set targets, whilst offering the best customer service experience possible • Adaptable to run with new initiatives to ensure the company remain a market leader within their field and strive to remain competitive • Review company procedures and action any changes with the team accordingly, ensuring they are followed and monitored • Competent at dealing with difficult cases and liaising with the compliance department regarding complaints • Create and maintain weekly/monthly reports/records on staff performance, que times, workload and duration of call and disciplinary's • Conduct absence interviews, authorise timesheets, holidays and appointments Key Skills/Experience Required: • An experienced Contact Centre Manager adept at managing a large team of 60 within a very fast-paced, busy environment • Possess excellent interpersonal and communication skills to communicate at all levels • Experienced in the monitoring of KPI’s and SLA’s • Experienced in using RingCentral • Able to commit to a 3-6-month temporary contract – paid weekly • Initial training will take place on site with remote working thereafter • Full support given by the Supervisors • Flexibility to work until 6pm if required • Happy to have a DBS & CCJ check For more information, or to apply for this vacancy, please email your CV to Lindsey Atkins or call. Morgan Parkes Recruitment Ltd operate in the UK and can only process applications from candidates who are currently eligible to live and work in the UK. We operate a strict equal opportunities policy. Personal data you supply will be used for contacting you via telephone or email about our service. Your data will be kept securely and retained in line with GDPR regulations. You have the right to withdraw your consent to the use of your personal data for the specified purpose at any time.

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