Contact Centre Manager

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!