Deputy Contact Centre Manager

Norwich Inchcape is looking for a Deputy Contact Centre Manager.
Your role
As a Deputy Contact Centre Manager at BMW Norwich, you will be part of an organisation that believes in investing in you and your future. We provide excellent training and development as well as promote internal progression opportunities.
You will lead, coach and motivate the Contact Centre Teams, to deliver outstanding performance in all areas of the department, whilst working within your agreed headcount, ensuring at all times, that the team provides first-class customer service, and delivers a positive customer experience. To achieve this, you will ensure all colleagues are reviewed regularly against the Contact Centres main KPI's to continually encourage individuals to personally develop & improve their performance & skills.
As a Deputy Contact Centre Manager, you will communicate effectively with the team, peer group, line management, external customers and business contacts, working as an effective member of the local management team. In addition to this, you will adhere to agreed Contact Centre procedures in order to ensure consistency of process, Inchcape guidelines and optimisation of operational efficiency.
Main Responsibilities

• To coach and motivate team members to their maximum potential providing feedback, performance review, monitoring absence and creating a team environment conducive to optimise performance.
• Plan training and development for individual team members and ensure that the necessary resources are available to meet the daily, weekly and monthly targets, through management of attendance, sickness and holidays and by allocating and monitoring the workflows.
• Manage on a day-to-day basis a number of human resource issues that require an up to date and effective command of employee-related policy and practice.
• Manage the recruitment process i.e starters/leavers, recruitment, inductions, probation sign-off.
• Manage the escalation process for customer complaints and provide relevant training of objection handling to CSA's. Recommend controls to prevent reoccurrence.
• Development through monthly reviews and the setting of SMART objectives for the team and individuals.
• Encouraging new ideas from CSA's to improve roles, customer journey and department processes and procedures.
• Ensure that work is appropriately allocated on the basis of individual skills, knowledge and development needs and that appropriate support is available to Team Members.
• Meet pre-determined Team and operational sales and service Key Performance Indicators.
• Focus on costs, process improvements and/or efficiency to contribute to the profitability of Inchcape.

Salary up to £24,995 DOE + OTE £32,495 + Employee Benefits
40 Hours
Your profile

• Previous supervisory experience working in sales or customer service experience within a call centre environment.
• People management and leadership skills.
• Excellent communication skills and able to communicate effectively at all levels.
• Capability to motivate a team.
• Analytical, methodical and able to demonstrate attention to detail.
• Excellent organisation skills with the ability to prioritise effectively.
• Good at innovative idea generation to provide solutions to key issues and facilitate the general improvement of the Contact Centre offering.
• Able to think quickly to provide immediate solutions to complex customer queries.
• Able to identify non-compliance to current processes, procedures and recommend solutions to Contact Centre Management.

Rewards
At Inchcape, we are all about rewarding hard work, that's why we offer a benefits package with great perks from vehicle discounts to mental health support and much more…

• Family Friendly - Enhanced family-friendly policies, giving you more time to spend with your family
• Annual leave - A minimum of 33 days annual leave (including bank holidays), rising with long service
• Looking to develop? - Grow your career with us, receive industry-leading training from the brand you represent and our dedicated training team
• Your Wellbeing - We take employee wellbeing seriously at Inchcape, we offer a programme to support all our colleagues and families with whatever challenges they may face
• Your Discount - From Apple to Asda and everything in between, we offer discounts that save you money every day
• Your Finances - Effortlessly grow your savings with our Share Scheme, we will match up to 7% when you enrol into our flexible pension scheme and have peace of mind with our free life assurance cover and much more
• Drive with us - We offer discounts and offers on both new & used vehicles and servicing for you, your friends and family
• Your Health - From gym discounts to cash healthcare plans, find everything you need to look after your health
• Cycle to Work - Get a bike and or cycling gear at a significantly reduced price
• A company that cares - We believe Inchcape is for everyone and we're dedicated to building a diverse, inclusive, and authentic workplace