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Contact Centre Manager


  • £35000 - £40000 per annum
  • Posted: 01/12/2016
  • Bristol
  • Job Ref: 043308856
  • Permanent

Job Details

One of the UK's leading and award winning companies within the automotive trade is looking for a Contact Centre Manager. This role gives you an opportunity to join a very stable organisation who really value hard work and commitment from their long standing staff members.

You will be working in Central Bristol, the location is on all major bus routes, close to Temple Meads train Station and there is also free on-site parking. The salary will be in the bracket of £35,000 - £40,000 depending on your previous experience and there is a bonus potential OTE of £44,800 per annum.

As inbound Call Centre Manager of 24 advisors working various shifts, you are responsible for managing the daily running of the communication centre, effective resource planning and implementing call centre strategies.

You will liaise with intercompany members and fitting centres, managers and Regional Managers to ensure SLAs are met.

Other key duties will include:
" Management of staff rotas including the planning of resource requirements against existing and forecasted call volumes
" Ensuring all calls are handled by agents in accordance with the agreed quality standards
" Making arrangements for training of new recruits and also ongoing monitoring and training of existing staff
" Managing the Call Centre performance to ensure that all customer SLA and KPIs are met each month. Managing contact centre staff including performance reviews and appraisals.

To be successful you will need to have experience in the following:

-Contact, Call & or Communications Centre Management
- Solid staff management
- Motor trade related experience advantageous but not essential
In return you will receive:

A salary of £35,000 - £40,000 per annum (depending on experience) plus monthly bonus
Free onsite parking close to Central Bristol
Company pension scheme

The role is a 40 hour working week, the organisation strive to be as flexible as possible I regards to shifts, and you will only be required to work a minimum of 1 weekend every second month, 1 evening shift a month and 2 Bank Holidays a year.
Holidays are 32 including Bank Holidays
If interested then please hit apply.

We will endeavour to be in touch as soon as possible. If you are not successful on this occasion we will keep you CV on file and be in touch when other suitable positions become available.