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Contact Centre Manager

  • Location

    Wolverhampton

  • Job Function:

    Sales

  • Sector:

    Retail

  • Job type:

    Permanent

  • Salary:

    £50000 - £52000 per annum

  • Contact:

    Anil Pattni

  • Contact email:

    anil.pattni@ea-first.com

  • Job ref:

    BBBH2160_1720428618

  • Published:

    15 days ago

  • Expiry date:

    21 July 2024

  • Consultant:

    Anil Pattni

My client is a leading retailer who have recently moved their UK DC to Wolverhampton.

They're now looking for a Contact Centre Manager to support their Retail Strategy by proactively promoting the business, its product and services whilst ensuring they maintain excellent customer service.

Leading Retailer based in Wolverhampton.

Contact Centre Manager:

  • Manage resource to fulfil service levels and optimise team performance.
  • Co-ordinate the diversity of team, to ensure that all team functions are appropriately resourced and adjusted with demand: Customer Service, Credit control, Technical, Spares and Aftercare.
  • Maintain and evolve key performance indicators, reporting on activities and results.
  • Support and motivate the team to achieve strategic objectives.
  • Contribute to the evolution of the call quality process, delivering an excellent service.
  • Analyse, review and identify areas of inefficiency and implement improvements as necessary.
  • Create and implement operational strategy, source equipment, and manage all aspects of the call centre's daily operation.
  • Ensure company processes and procedures are always followed.
  • Identify areas for team development and service improvement whilst implementing accordingly.
  • Recruitment of new team members.
  • Actively engage with customers and develop partnerships.
  • Manage compensation payments and provide solutions for reducing future claims.
  • Support Team Leaders with day-to-day team management, providing development and progression plans.
  • Provide appropriate reporting to demonstrate the team performance and effectiveness.
  • Role model our company values and working styles.
  • Manage external service care providers enabling a seamless integration with internal interactions.
  • Contribute to and influence NPI process ensuring full spares support and availability.
  • Highlight product improvements, information enhancements and team learning, based upon shrinkage levels and common customer service issues.
  • Work collaboratively with the Learning and Development team to prepare Contact Centre induction, NPI, system improvement pathways and continuous learning and development opportunities.
  • Co-ordinate IVR set up and call recording management.
  • Think creatively to recommend new ideas that could be utilised by marketing for enhancing sales, raising awareness, and improving efficiencies.

  • Minimum 5 years experience as Contact Centre Manager within Retail, Wholesale, FMCG or Food.
  • Minimum 3 years experience in a managerial capacity leading a team of 10+ agents.
  • Inspirational approach to leading the team, motivating individuals to achieve both personal and team targets.
  • Passionate about exceptional customer experience both internally and externally.
  • Strong problem-solving skills.
  • A hands-on individual who does not mind helping the team to achieve our goals.
  • Excellent communication.
  • A level-headed individual who can remain calm in a busy environment.
  • A drive for improvement and innovation.
  • Excellent organisation and planning skills.
  • Accurate record keeping.

£50,000 - £52,000 + benefits

Amazing discount scheme for employees.

4 days in the office (Wolverhampton), 1 from home.

EA First Ltd are acting as an Employment Agency for this permanent vacancy.