£50,000 Per Annum
Full Time
Permanent
Slough, Berkshire
Customer Service And Call Centre
Posted 2 days ago
Expires In 26 Days
Job Description
** This is 4 days per week in the office in Slough, UK and you must be a UK resident with visa now **
As Contact Centre Manager, you’ll oversee the day-to-day operations of our busy contact centre, ensuring high performance, customer satisfaction, and team engagement. You’ll lead a team of leaders who lead dedicated advisors, drive continuous improvement, and implement strategies to enhance service delivery.
Key Responsibilities:
- Lead, coach, and develop a team of contact centre agents to meet performance targets.
- Monitor KPIs and service levels, ensuring a consistent and high-quality customer experience.
- Manage resource planning, scheduling, and workflow optimisation.
- Handle escalated customer issues with professionalism and efficiency.
- Collaborate with other departments to align customer service with business goals.
- Drive innovation and process improvements across the contact centre.
- Proven experience in a contact centre leadership role.
- Strong people management and coaching skills.
- Excellent communication and problem-solving abilities.
- Data-driven mindset with experience using contact centre metrics and tools.
- Ability to thrive in a fast-paced, customer-focused environment.
Guy Masters
Guy.masters@cactussearch.co.uk
01905 330790
Division 804
Cactus Search Worcester
Cactus House
30 Foregate Street
Worcester
Worcestershire
WR1 1DS
01905 330790
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