Contact Centre Admin Manager

This is a fantastic opportunity to join a highly successful and growing organization as a Contact Centre Admin Manager and to work in Willis building(Grade I listed) based in Ipswich.
As a Contact Centre Admin Manager your role will be varied, responsibilities include client support, data analysis, reporting, quality monitoring, driving performance, project planning, coaching/development, performance management and answering interactions / escalations.
We provide an omni-channel support service via email, chat, and voice. This position reports directly to the Head of Contact Centre and would be responsible for leading the Ipswich Service Centre, overseeing service delivery for multiple Clients, with two Team Leaders reporting to you directly.
The Role

• Responsible for the quality and performance objectives defined by WTW.
• Responsible for the adherence to the change, quality assurance and operational excellence frameworks enabling a quality service.
• Ability to work with key stakeholders and Contact Centre Leadership team to make commercially focused decisions influencing both internal and/or external stakeholders on service delivery, growth, and continuous improvement to streamline and make effective change to operational service.
• Accountable for ensuring Team Leaders conduct activities in line with internal procedures, policies, and legislation, including industry standards.
• Ensuring team productivity is at its optimum and is measured.
• Creating a collaborative culture in which processes are applied consistently within the Community where teams are better enabled to work flexibly to support each other

The Requirements

• Experience as a Service/Contact Centre Manager (omni-channel environment preferred)
• Self-motivated with a high level of initiative/drive, energised to inspire / motivate a team.
• A strong leader and negotiator, with good influencing skills
• Critical thinking to facilitate more in-depth discussions.
• Strategic thinker, with evidenced ability of suggesting, developing, and implementing process improvements to enhance member experience / productivity.
• Excellent time management skills and the ability to oversee multiple concurrent projects, including the ability to support the removal of escalated blockers.
• Organized, with the ability to manage time and completing priorities, including team prioritization.
• Ability to thrive and drive delivery in a busy, demanding and changing environment.
• Flexibility to adapt to changing business needs and competing priorities.
• Experience in the pensions industry / a client facing environment preferrable.

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.
Equal Opportunity Employer