Birmingham
Customer Service
Permanent | Full Time
ASAP
13/02/2025
13/03/2025
Contact Centre Manager
Location: Birmingham
Job Type: Full-Time 37.5 hours per week
Salary: Up to £36,800 per annum DOE
My client is seeking an experienced Contact Centre Manager to lead and oversee a team of collectors, ensuring the efficient operation of the contact centre. This role involves managing performance, setting targets, ensuring compliance with company procedures, and fostering a positive and results-driven work environment.
Key Responsibilities as a Contact Centre Manager:
- Manage a team of collectors, ensuring all aspects of their performance are optimised and issues are resolved efficiently.
- Lead, motivate, and support collectors both individually and as a team to achieve set targets, objectives, and deadlines.
- Set, communicate, and monitor revenue targets on a daily, weekly, and monthly basis for individuals and the wider team.
- Implement performance management processes for underperforming collectors, ensuring continuous improvement.
- Monitor the contact centre dashboard to maintain service level agreements (SLAs) and key performance indicators (KPIs), ensuring customer expectations are exceeded.
- Collaborate with dialler and campaign managers to meet call demand requirements.
- Utilise available data to identify trends and address key issues such as call abandonment and avoidance, taking a robust approach with underperformers.
- Ensure adequate attendance levels among collectors to maintain SLA performance, working closely with HR when required.
- Provide recommendations for operational improvements and report these in regular management meetings.
- Support the implementation of processes aligned with the company’s social responsibility and customer welfare objectives.
- Assist in workforce planning, including long-term recruitment strategies for the customer services department.
- Liaise with IT and external providers to resolve technical issues impacting the contact centre.
- Stay up to date with all relevant company policies, client guidelines, and regulatory requirements, ensuring compliance and supporting staff on complex issues.
- Work closely with other departments, including IT, HR, Payroll, and Enforcement Agents, to resolve operational issues.
- Collaborate with other managers to ensure the smooth running of the contact centre, particularly in the absence of the Contact Centre Manager.
- Support change management initiatives within the department.
Skills & Experience Required as a Contact Centre Manager:
- Proven experience leading large teams in a contact centre or operational environment.
- Demonstrated ability to coach and develop staff in a coaching-driven culture.
- Strong track record of delivering performance improvements and process enhancements.
- Target-driven with experience in setting, achieving, and exceeding performance goals.
- Excellent managerial and communication skills, with the ability to influence and motivate teams, even in high-pressure situations.
- Proactive and results-oriented, with strong change management capabilities.
- Strong analytical skills to interpret data and identify key trends.
- Demonstrated leadership ability and experience in peer-to-peer support.
- Effective team player with a collaborative and inclusive approach.
- Significant experience in a fast-paced inbound call centre environment; debt collection experience is desirable but not essential.
- Willingness to provide occasional weekend cover when required.
- Strong people management skills, with a focus on engagement and staff development.
Benefits as a Contact Centre Manager:
- Competitive basic salary of up to £36,800 per annum.
- 37.5-hour working week.
- Company pension scheme.
- Life assurance plan.
- Complimentary daily refreshments.
- Modern office environment with on-site parking.
- 28 days of annual leave, including bank holidays.
The successful applicant will be required to undergo a DBS and CCJ check before an offer of employment is made.
If you have the experience and leadership qualities required for this role, we encourage you to apply today!