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Contact Centre Performance Manager
Page Personnel | Caerphilly | pagepersonnel.co.uk |
About Our Client
Our client is a leading provider of professional services in the energy sector. There is a small team of 15 individuals in the contact centre across inbound, outbound and live chat channels. The business has a national presence and are renowned for their commitment to delivering high-quality solutions for their clients.
Based in the greater Caerphilly area, you will have access to free on site parking. The company is a market leader within it's sector and is very well established with 15 strong years in operating in this marketplace. This is a Mon-Fri business hours role.
Job Description
• Overseeing the daily operations of the contact centre.
• Managing and motivating scheduling agents to adherence performance targets and KPIs
• Developing and implementing strategies to improve the performance of the contact centre.
• Monitoring and analysing key performance indicators to identify areas for improvement.
• Providing coaching and feedback to contact centre staff to enhance their performance.
• Working with the customer service team to ensure that customer complaints and queries are handled effectively.
• Collaborating with other departments to improve customer service processes.
• Completing 121's, performance reviews and providing on the spot feedback to support the delivery of excellence.
• Perform QA checks and provide feedback.
The Successful Applicant
A successful Contact Centre Performance Manager should have:
• Proven experience in managing contact centres
• Excellent leadership and communication skills.
• The ability to analyse data and use it to improve performance.
• Proven experience in a contact center environment, with at least 2 years managing performance
• Proficiency in call center technology tools, software, dashboards and KPIs
• Demonstrable experience of managing within a highly target-driven customer service setting
What's on Offer
• A performance related bonus of up to 10% of base salary, paid quarterly
• £35,000 to £40,000 basic salary.
• 22 Days Holiday, plus 8 days bank holidays
• Company Auto Enrolled Pension - Company Matched contribution up to 3%
• Free parking - Caerphilly
If you have a passion for customer service and the skills to lead a contact centre team, we encourage you to apply for this exciting opportunity.
Our client is a leading provider of professional services in the energy sector. There is a small team of 15 individuals in the contact centre across inbound, outbound and live chat channels. The business has a national presence and are renowned for their commitment to delivering high-quality solutions for their clients.
Based in the greater Caerphilly area, you will have access to free on site parking. The company is a market leader within it's sector and is very well established with 15 strong years in operating in this marketplace. This is a Mon-Fri business hours role.
Job Description
• Overseeing the daily operations of the contact centre.
• Managing and motivating scheduling agents to adherence performance targets and KPIs
• Developing and implementing strategies to improve the performance of the contact centre.
• Monitoring and analysing key performance indicators to identify areas for improvement.
• Providing coaching and feedback to contact centre staff to enhance their performance.
• Working with the customer service team to ensure that customer complaints and queries are handled effectively.
• Collaborating with other departments to improve customer service processes.
• Completing 121's, performance reviews and providing on the spot feedback to support the delivery of excellence.
• Perform QA checks and provide feedback.
The Successful Applicant
A successful Contact Centre Performance Manager should have:
• Proven experience in managing contact centres
• Excellent leadership and communication skills.
• The ability to analyse data and use it to improve performance.
• Proven experience in a contact center environment, with at least 2 years managing performance
• Proficiency in call center technology tools, software, dashboards and KPIs
• Demonstrable experience of managing within a highly target-driven customer service setting
What's on Offer
• A performance related bonus of up to 10% of base salary, paid quarterly
• £35,000 to £40,000 basic salary.
• 22 Days Holiday, plus 8 days bank holidays
• Company Auto Enrolled Pension - Company Matched contribution up to 3%
• Free parking - Caerphilly
If you have a passion for customer service and the skills to lead a contact centre team, we encourage you to apply for this exciting opportunity.
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