Contact Center Manager

The Role
Leading and managing continuous improvement and ways of working to improve efficiency, commercial and customer experience performance, ensuring that associated change projects and activities are landed successfully in the team/department
  • Proactively identifying, recommending and delivering continuous improvement to ways of working to optimise efficient and commercial performance and the customer experience
  • Working in conjunction with change and improvement colleagues, ensuring that change projects and activities are prioritised and delivered in the operational area
  • Owning and driving the implementation of change projects and activities in their areas of responsibility, ensuring that improvements span all channels
  • Proactively providing support and capacity for agreed change projects
  • Adhering to change governance and controls, as agreed by CS
  • Contributing to the development of Business Readiness Plans, including the scope of all impacts of change
  • Supporting and deploying appropriate resources to implement the change
  • Ensuring that agreed changes to ways of working are communicated and implemented effectively across the teams/department
Executing, managing and monitoring contact centre performance and progress to achieve KPI’s and targets across all channels, optimising the customer experience 
  • Leading and managing the delivery of contact centre KPIs, objectives and targets to achieve the tactical plan successfully
  • Ensuring the effective application of workload and resources, maximising efficiency opportunities
  • Cascading and engaging team managers on contact centre plans and focus, ensuring full understanding to optimise the customer experience and contact strategies
  • Ensuring quality focus to improve first contact resolution and reduce repeat contacts
  • Evaluating performance efficiency indicators for the contact centre, ensuring that corrective actions are in place to bridge any performance gaps
  • Ensuring the focus and demands of the business and customer are met
  • Monitoring and reviewing contact centre teams’ performance, providing effective feedback to drive consistent high performance
  • Leading and enabling the delivery of optimised customer experience through contact centre teams
Leading, managing and developing the performance and potential of the contact centre teams
  • Coaching and developing to drive high levels of engagement and motivation to deliver the best results
  • Performance managing the outputs of the team in line with performance management frameworks and standards, ensuring robust documentation is maintained
  • Setting robust performance and personal objectives that are aligned to the team plan
  • Identifying and escalating resourcing requirements and risk to effectively meet the plan 
  • Identifying the training and development needs of the teams, ensuring that these are provided effectively
  • Working collaboratively with resource colleagues and monitoring the effective recruitment and onboarding of new colleagues
  • Implementing and adhering to best practice people practices from attraction to exit
  • Implementing and adhering to recognition, reward and consequence management for the team
  • Identifying talent and potential within the team and developing plans to address this
  • Ensuring full adherence to standards and ways of working within the department/floor e.g. badges and IDs, printing etc
Ensuring contact centre adherence to all quality, governance, risk and compliance standards across teams
  • Ensuring teams adhere to the policies, standards and procedures associated with the contact centre strategy, delivering the right customer outcomes in line with processes, procedures and standards
  • Overseeing and analysing contact centre QA performance, ensuring a risk-based approach to drive optimum focus and attention
  • Actively reviewing appropriate risk registers and controls, sharing any new risks identified with the teams and supporting corrective actions
Leading and encouraging an environment of collaborative and cross functional working across the contact centre estate and wider business, sharing best practice to optimise performance and the customer experience 
  • Leading and providing sharing of best practice and ways of working across the contact centre estate
  • Proactively understanding the requirements and needs of contact centre teams and the wider business, highlighting and recommending better ways of working
  • Proactively understanding the requirements and needs of key stakeholders and delivering against these
  • Providing robust and accurate data and information, including supportive narrative and insight
  • Proactively keeping up to date with industry developments, recommending those that would add value to the business.
The Candidate
  • Experience of working within the retail / customer experience environment 
  • Extensive experience of working and delivering in a contact centre environment
  • Excellent working knowledge of standards and guidelines (Ofcom etc)
  • Is delivery and customer focussed
  • Experience of leading, managing and maximising the performance of others
  • Proven track record of consistently meeting and exceeding KPIs and targets
  • Ability to generate positive team ethos and morale that delivers outcomes
  • Proven track record in effectively applying consistent performance and consequence management
  • Ability to plan and prioritise effectively to meet changing priorities and demands
  • Ability to interpret data and information to highlight opportunities and minimise risk
  • Experience of risk management 
  • Excellent communication and engagement skills
  • Proven track record in effective facilitation and communication at multiple levels
  • Is commercially astute
  • Ability to engage and influence stakeholders at an appropriate level
  • Is analytical, pragmatic and systematic in approach to problem solving
  • Ability to manage conflict and knows when to escalate
How to apply
Email your CV to and for an initial discussion call Dominique on 01604 766851
Date posted: 08/06/2018
Salary: £45,000
Location: North West