Customer Contact Centre Manager

Role: Contact Centre Manager
Salary: Up to £47,000 DOE + Amazing benefits
Location: Newcastle
Hours: Mon-Fri between 9am - 5pm
The purpose of this Call Centre Manager role is to lead the customer service department to ensure KPIs are achieved and to embed a culture of high performing teams delivering an unrivalled customer experience. This will include, planning, delivery, implementation and operation of their Customer Contact channels ensuring that output is driven by customer needs and delivers a best in class experience for customers. Leading a Contact Centre customer service team of 100FTE, based in Newcastle, Gosforth.
Do you have experience leading a fast paced Contact Centre customer service team?
Are you an inspirational and engaging leader with a genuine passion for driving success through customer service?
Have you experience embedding a positive culture into Contact Centre teams?
Duties of the Contact Centre Manager:
* You will be leading a 100FTE multi channel Contact Centre
* Ensuring the teams are focused on customer retentions and upsells whist providing excellent customer service
* accountable for the budget control of compensation, write offs and overall responsibility for all Contact Centre KPIs and SLAs
* Lead change management activity to deliver key projects to improve the team and customer experience
* Direct line management for the Deputy Customer Contact Managers who hold management grade roles as well as line management responsibilities for a team of supervisors as well as overall management of the Customer Contact colleagues.
* Provide Team Leaders with the framework from within to manage and deliver operational excellence in their teams
* Provides leadership, development and coaching of Customer Service Leaders to maximise their personal contribution & potential
* Ensure the team are empowered, skilled and motivated to deliver excellent quality and productivity as evidenced through best in class engagement metrics
* Create a continuous learning environment providing clearly defined career paths within Customer Service with a focus on development
Experience needed for this Contact Centre Manager role:
* Proven success in running a high performing volume output multi-channel Contact Centre at a Senior level (+100 FTE)
* An inspirational and engaging leader with a genuine passion for driving success through customer service
* Continuous Improvement strategy
* Strong People Management, Development, and Engagement experience
* Ability to set KPIs, targets and strategies for the Deputy Contact Centre Manager roles and ensure targets are hit.
* Analytical and results driven with an ability to optimise resource to drive productivity/efficiencies Agile, flexible, and adaptable
* Develop a collaborative approach to drive a holistic customer experience and promote effective and constructive challenge to drive customer improvements
* Tech savvy; previous experience with IT and Contact Centre platform
* Strategic, Financial and Commercial awareness
What you get -
* Free travel on Train + 75% off other companies' tickets (for you & dependents)
* Discounted international train tickets (after one year's service)
* 50% discount on Train tickets for friends & family
* Generous pension scheme
* Annual cycle to work schemes
* Discount, savings and cashback scheme from top retailers
* Health & wellbeing schemes and discounts
* Host of training opportunities to help further your career
* Rewards & awards to recognise when you shine
Please follow the link to apply for this Contact Centre Manager role based in Gosforth.