Contact Centre Manager

Company	Clearline Recruitment LtdSee more
Address	West Sussex, England
Form of work	Permanent, full-time
Salary	£30,000 - £35,000 per annum
Category	Customer Service

Job description

Our client, a leading telecommunications company, are looking to recruit a Contact Centre Manager to join their dynamic team in Burgess Hill. You will be responsible for managing a team under your care to achieve business objectives set by the client & company.

You will need excellent leadership skills and organisational abilities. If exciting opportunity interests you then we would love to hear from you!

Responsibilities as a Contact Centre Manager

To ensure that the staffing levels are maintained
To monitor record, report and manage attendance levels in the accounts that are assigned to you
To work with existing clients to maximise revenues while satisfying the client requirements
To ensure that communication quality by the agents is maintained at a high standard and to provide training where appropriate
To manage the day-to-day relationship with the client while keeping the Directors informed and involved
To ensure clear performance objectives are set for each individual under your care and that a performance improvement plan is in place for under achievers
To ensure that an accurate time record is kept and presented to the Directors for each individual in your team
To keep the company informed in respect of competitive activities and pricing to enable the company to maintain a competitive position
To support individuals in any development training which is being undertaking
Always conduct yourself in a professional manner
Provide a copy of all correspondence to and from the company for retention on the company's data base, (Currently but not limited to HubSpot)
To ensure that you and the teams and individuals under your care operate to in accordance with the ISO standards set out by the business
Complete all reporting to the highest standards
Maintain high standards of manner, appearance and integrity
To ensure that the personnel requirements set out in the Company personnel booklet are always adhered to
Attend training courses as requested
Carry out any other duties as required from time to time
Contribute to company strategic and tactical initiatives
All Health and Safety policies and recommendations must be adhered to, to maintain the well-being of you and your colleagues and customers