Contact Centre Manager

Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Contact Centre Manager on a 3 months contract with a possibility of further extension.
Main accountabilities:
Be responsible and accountable for the day-to-day delivery to enable the team to operate effectively and consistently deliver a first-class quality customer service, with a right first-time approach.
Working with the existing management team to lead the Centre in delivering continuous improvement and transformation change to drive efficiencies and deliver an excellent customer experience.
Deliver agreed KPI and SLA performance to a high standard and actively report on the performance within regular reviews to senior management. Make key operational decisions to maximise performance and efficiency.
Liaise with other teams and departments to resolve any customer service issues and to investigate certain cases if this is required.
Constantly ensure the team understands the critical role they play in the Customer journey and ensure effective quality monitoring and coaching is carried out to maintain the highest standards.
Develop effective working partnershipsacross the wider areas to ensure the highest levels of service delivery to our customers.
This is a fulltime role, with flexible hybrid working offered – typically you would spend two/three days a week in the office.
Requirements:
Proven Contact Centre management experience within a fast-paced operational customer services environment.
Strong coaching, mentoring and relationship building skills with a proven ability to build high performing teams
Demonstrable experience delivering customer metrics, and reporting statistical performance levels related to Contact Centre Operations.
Creative thinking – able to look at alternatives and consider new ways of thinking to problem solve
Demonstrable experience of change management
If you are interested, please apply or contact Pocholo for more information!
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