Contact Centre Manager

Company description:

SGB

Job description:

Contact Centre Manager

Salary: GBP40,000 - GBP45,000

In your role as Contact Centre Manager, you will show off your exceptional people management abilities by making sure the team is working to reach their goals and always keeping the team motivated. You possess the strategic thinking skills to always "think on your feet" in a dynamic work setting. In addition to overseeing the day-to-day operations of the growing Contact Centre, including resource, activity planning and the application of Contact Centre strategies to increase SGB's profitability. You will also have the very important responsibility to be the principal owner of all incoming and outgoing telephone lead generation activities.

Key Responsibilities:

• Be the primary controller of all activity going through the UK Contact Centre.
• Manage the daily running of the Contact Centre, resource planning, people management, procedures, and compliance.
• Maintain up to-date knowledge of industry developments, product, and services that you will be representing in your daily activity.
• Record statistics, rates, and performance levels of the Contact Centre activity, overall and on individual campaigns.
• Update stakeholders regularly regarding the teams results during live marketing campaigns. Working in an agile manner to ensure remedial actions can be made quickly to modify campaign approach if required to increase the result.
• Ensure weekly format update meetings are in place to formally review Contact Centre feedback on all live campaigns, recommending actions and contributing to the agile working practice.
• Take the initiative in presenting the commercial impact of the Contact Centre resource to the business.
• Lead operational meetings, follow-up sessions, visual updates, statistics and debriefs on all activity throughout the year.
• Forecast results and resource on a weekly and monthly basis.
• Lead, motivate and manage the team to deliver high-quality results and timely service to the organisation.
• Coach individuals in the team on a regular basis, tailored to the individual need and focused on improving competence used in the daily work.
• Set KPI: s and individual targets for the team and follow them up on a regular basis.
• Communicate and feedback to the business where data quality is underperforming, with individuals, regions, or Depots.

MEET THE MANAGER!Louise is the Head of Business Development and is looking for someone to join the team who is passionate about creating a culture where the team members can develop whilst having the encouragement to reach their goals. Quote from the manager "My leadership style is centred around teamwork and work-life balance, fostering an environment where high performance is achieved collaboratively. One aspect that stands out and brings immense satisfaction to me is the incredible people I have the privilege of working with. After 4.5 years I am still really excited about coming to work".

Working for Scania is not just about the job. It's about you too, and this is where the company goes the extra mile and provides an industry leading employment package. We offer an excellent benefits package which includes a pension scheme, complementary life insurance, financial incentive schemes and discounts on major retail outlets including groceries.

At Scania we invest considerably in colleague development, and you can expect to receive comprehensive training and career progression not only in the UK but throughout our Global organisation.

We have a strong and supportive culture, where each individual is seen, respected and has the potential to contribute. We trust each other to act and make decisions, and we believe in a more flexible future workplace based on individual needs. For us, diversity and inclusion is a strategic necessity. By having colleagues with the widest possible range of skills, knowledge, backgrounds, and experiences, we ensure we have the right people and together with an inclusive corporate culture, this drives our business forward. We want our colleagues to feel proud and happy to work for us, no matter where they are from or who they are, and we strive to achieve an inclusive and family-friendly environment for everyone.

Scania is dedicated to delivering exceptional products and services to our customers and the successful candidate will reflect our core values; CUSTOMER FIRST, RESPECT, ELIMINATION OF WASTE, RESPONSIBILITY and TEAM SPIRIT in all we do.