Call Centre Manager

Providor Call Centre Manager 

Elland

Here at Providor, we are a leading provider of Smart Metering services across the UK and currently have an opening for a Call Centre Manager position on a full-time basis.

The Role / Overview: 

The primary purpose of a Call Centre Manager is to oversee daily operations, ensuring the organisation meets service goals and maintains high customer satisfaction. This role drives efficiency, performance, and customer service excellence. Key purposes of a Call Centre Manager include:

Overall, the Call Centre Manager ensures efficient operations, high-quality service delivery, and the achievement of strategic objectives. By focusing on operational efficiency, customer satisfaction, team leadership, and strategic planning, the Call Centre Manager helps the organization meet its service goals and maintain a competitive edge in the market.

Key Roles and Responsibilities: 

• Allocate resources to handle call volumes and maintain service levels.
• Continuously improve processes to enhance productivity and reduce costs.
• Implement and manage Call Centre technologies to streamline operations.
• Ensure customer service standards through monitoring and feedback.
• Resolve escalated customer complaints and issues effectively.
• Develop strategies to enhance customer experience and satisfaction.
• Lead, motivate, and train a team to achieve performance targets.
• Conduct performance evaluations and provide constructive feedback.
• Forecast demand and manage workforce schedules.
• Maintain client and vendor relationships and provide performance reports.
• Plan for future capacity needs based on business growth.
• Set clear goals and objectives aligning with the organisation's strategy.
• Develop and implement policies to guide operations and ensure compliance.

The Individual: 

• At least 5 years of experience in Call Centre and demand management.
• Strong leadership skills with the ability to motivate and inspire cross-functional teams.
• Excellent communication and interpersonal skills, with the ability to build relationships and negotiate with stakeholders.
• Proficiency in project management tools and software, as well as data analysis and reporting tools.
• Knowledge of regulatory requirements and best practices related to solar PV operations.
• Passion for sustainability and renewable energy technologies, with a commitment to driving positive change.

What we offer: 

• Employer contributed pension scheme
• Employee Assistance Programme with 24 hours telephone and online access,
• 29 days annual leave (Inc. statutory bank holidays)
• Access to Flexible Benefits Scheme (including buy holidays, bike to work scheme, Health shield care plan, and many more)
• Life assurance