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Contact Centre Manager Full Time

at Page Personnel - UK Huddersfield in Huddersfield (Published at 15-05-2021)

Our client is a customer orientated online retailer who have seen significant growth over the last months. They are now looking to appoint a new Contact Centre Manager to ensure service levels remain consistently high at all times

Job Description

As the Contact Centre Manager there will be 2 main objectives initially. Firstly you will be responsible for the implementation, roll out and development of a new bespoke system which has been purposely created to support the contact centre. Secondly you will conduct a thorough and in-depth review of all existing operating procedures, looking at ways to streamline, improve the customer journey and maximise efficiency. Further responsibilities Include;

  • Day to day operational management of a 60-100fte multi channel contact centre

  • Direct management of 7 people leaders across the business

  • Create, shape and drive the customer service strategy within the business, using all resources available to ensure objectives are achieved

  • Ensure resources are best utilised in line with peak periods and customer demand

  • Work collaboratively with IT function to ensure the online customer journey is seamless and easy for customers

  • Implement and drive KPI's across the function, taking action where required to highlight under-performance

  • Create a customer first culture across the centre

  • Ensure correct behaviours are demonstrated by all parties across the contact centre

  • Create strong and long lasting working relationships with 3rd party stakeholders

The Successful Applicant

The Successful Candidate;

  • Experience in a similar role

  • Management of large contact centre / cs teams

  • Understanding of cs and contact centre based systems

  • Strong understanding of data and reporting

  • Ability to drive performance across a large team

  • Customer focused

What's on Offer

This is an excellent opportunity for a Contact Centre Manager to join a leading business based in the Huddersfield / Wakefield Area.

The role offers a salary of £40,000 to £45,000 dependent on experience along with company pension, free on-site parking, and holiday scheme.

With excellent mortorway links, candidates across Wakefield, Huddersfield, Leeds, Bradford and Halifax are encouraged to apply

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