Contact Centre Manager - London

BCT Resourcing
London, London
£28,000 - £32,000 per annum
14 Jun 2017
13 Jul 2017
Contract Type
Full Time
Job title: Contact Centre Manager
Location: London
Salary: £25,000-£32,000 Plus Benefits

My client is currently looking for a dynamic individual to join their ever expanding team in central London.

Role Description:

To operationally manage 24 /7 contact centre. The contact centre manager will be responsible for developing and delivering an exceptional level of service to a varied client base.

Main Duties:

Preparing contact centre performance reports by collecting, analysing, and summarising data and trends.
Monitor queues and track inbound calls. Keeping agents aware of inbound calls, calls waiting, abandonment rate, etc.
Creating, organising and maintaining shift staff rotas to reinforce call centre workload demands.
Coordinate, motivate and encourage contact centre staff through positive communication and feedback
To plan induction, training & refresher training throughout the year by liaising with the Training & Development Manager.;
Liaising with any relevant departments to resolve issues that affect the smooth operations of the Contact Centre.
Maintaining and ordering contact centre supplies & services
Any other duties within the exigency of the role and or required by the Director.

Skills & Experience:

Organisational Skills
People management skills
Customer service experience
Ability to prioritise workload
Performance management
Ability to analyse data and produce reports

If you meet the above criteria and would like to hear more please apply today.