Contact Centre Manager

To lead and manage the Contact Centre team to maximise performance and achievement of KPI’s and SLA’s, with focus on company values and compliance standards.

• Provide leadership, development and coaching of a team of Contact Centre Agents. Actively engaging and supporting development of your team to drive performance and quality standards.
• Working closely with HR and Talent Acquisition to drive recruitment and successfully build and maintain the Contact Centre Team.
• Take ownership of training you team to empower and enable them to perform their roles to the best of their ability and keep accurate training records.
• Carry out regular 121s, developing a culture where training and development are part of the team, identifying actions and working with the team to ensure the skills and knowledge are developed effectively.
• Embed a performance culture, framework and review processes to achieve business and team goals.
• Proactively ensure customer outcomes are appropriate through call quality, training, and effective feedback.
• Work effectively with your senior manager ensuring that they are supported and collaborate effectively with them.
• When required, willingly and effectiv...