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Contact Centre Manager Full Time

at Page Personnel - UK London in London (Published at 25-09-2021)

  • Growing brand, based in Welwyn Garden City - some travel required
  • Contact Centre Manager - Permanent role with excellent benefits

About Our Client

The client are a growing business within the Healthcare sector with offices in Welwyn Garden City. They are looking for a Contact Centre Manager to further establish and develop an in-house call centre to revolutionise the customer experience for their customers and provide excellent support to their teams that are customer-focused and target-driven. This is a full time role and will be based in Welwyn Garden City, however you will be required to attend meetings at their sites.

Job Description

As a Contact Centre Manager role, your key responsibilities will be:

  • Develop and train a team to ensure world class call handling
  • Provide exceptional support to our local teams to ensure efficiency
  • Demonstrate a high level understanding of products and services
  • Review and report on lead conversion, recommending changes in areas where needed
  • Report on conversion metrics and ensure all service gaps are identified

  • Manage the use of the CRM (ZOHO) to ensure all leads are followed up and targets are met
  • Champion customer service and call handling
  • Support overflow to ensure we answer all calls
  • Performance management - coaching, absence management, 1-1s, appraisal reviews

  • Ensure KPIs and targets are adhered to

The Successful Applicant

The ideal Contact Centre Manager will:

  • Have proven operational management experience in a call centre environment
  • Have organisational and influencing skills

  • Experience of managing a CRM
  • Numerate and comfortable with reporting and analysis on key metrics

  • Exceptional communication and interpersonal skills
  • Excellent listening skills

  • Live locally to Welwyn Garden City - some travel to other sites will be required occasionally

What's on Offer

A salary of up to £60k dependent on experience as well as excellent benefits and progression

Sonia Shah
Quote job ref
Phone number
+44 1727 730136

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