Contact Centre Operations Manager / Manager
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| Job Type | Permanent Full Time |
| Location | South Yorkshire |
| Area | Sheffield, South Yorkshire |
| Sector | Senior ManagementCall Centre |
| Salary | £40,000 - £60,000 |
| Advertiser | Selecto Recruitment |
| Telephone | 01142999060 |
| Job Ref | DR980 |
| Job Views | 1092 |
- Description
- As the Assistant Contact Centre Manager, you will be industry leading in your field, responsible for delivering exceptional business performance through strong leadership and performance management within this area of the business.
You’ll be responsible for ensuring that omnichannel customer contact is answered within agreed timescales and in an appropriate manner. You’ll be responsible for meeting internal targets as well as planning areas of improvement or development.
Workflow/Process Management
· Responsible for management of resource requirements and recruitment of personnel as necessary.
· Regularly monitor current work position in order to make appropriate management decisions to ensure SLAs are met.
· Monitor and analyse management information, to identify trends - ensuring procedures are updated where necessary.
· Work with the Front-Line Managers and Performance Coaches to adjust the day’s plan at the morning buzz meeting.
· Attend planning and variance meetings with leaders to ensure team is prepared for the week ahead and taking on board all lessons learnt from previous week.
People Management
· Communicate the performance development process for your team members, agreeing SMART objectives, providing regular progress feedback.
· As a line manager, be the first point of contact for supporting the resolution people issues of any type which arise on your teams. Adhere to HR policies at all times and escalate if required.
· Manage attendance and timekeeping ensuring any discrepancy is either escalated to you, or addressed by your direct reports. Ensure relevant HR policies and procedures are adhered to where applicable.
· Ensure annual leave is managed fairly and appropriately in accordance with business objectives. Ensure adequate cover for team members on leave.
· Provide leadership, and support, demonstrating and coaching your team members towards your role model behaviours.
· Conduct regular staff reviews to feedback on performance and behaviours, recognising and rewarding individuals where appropriate.
You must have:
· Experience of working in the travel industry or customer service role
· Experience of achieving KPI’s
· Ability to work well under pressure
· Ability to effectively prioritise, plan and organise work load
· Ability to resolve customer issues in a professional and empathetic manner
· Strong attention to detail
· Sound interpersonal and rapport building skills
· Outstanding communication skill
