Contact Centre Manager

Job Description

DescriptionWe are hiring a Contact Centre Manager to play a vital role within the Customer Experience department, overseeing all aspects of CX Operations and supporting the CX strategy.You will be responsible for ensuring the companys approach to delivering high standards is executed throughout the operation across the entire calendar year by leading and motivating the CX team.You will work with Senior Managers across the business and will be accountable for the performance of the customer service operations and agent compliance with policies and procedures, reporting any gaps to the Head of Contact Centre and providing recommendationsand solutions for improvements.The TeamOur Customer Experience department is powered by doing whats best for our Customers, however they choose to get in touch with us. We use Whatsapp, Social Media and Live Chat to speak to our Customers predominantly, but Customers still like to use Phonesand Email to speak to us too.There is an established team in place, and you will work directly with them to help create the best Customer Experience possible. Footasylum is a business that believes in our Customer Experience staff and championing their progression and development.Responsibilities

• Lead and motivate the Customer Experience team to achieve success through establishing clear expectations of performance, reviewing individual and team progress and taking proactive action (in accordance with the trigger guidelines) to bring performanceback in line if required.
• Recruit, develop and maintain the best available talent and provide coaching, training and constructive feedback on a regular basis to ensure the team maximises its contributions to the business whilst maintaining a culture that attracts, retains and motivatesstaff.
• Manage all relevant customer contact channels and systems by working with relevant stakeholders to ensure the technology works as required, improving the customer and user journey.
• Collaborate with other areas across the business, engage other departments to increase the perceived value of the contact centre and prioritise demands from across the organisation based on business need.
• Understand, execute and communicate regular contact forecasting and operational performance which meet the needs of the wider business, prioritising accordingly.
• Ensure all contact volume/trends and employee performance information is shared, actioned and that it drives continuous improvement across all channels and CX functions.
• Create a succession plan and champion developing team members.
• Drive down the need for repeat contact focusing on right first time and agent ability to find a solution on the customers chosen channel.
• Ensure all team managers are trained and equipped to confidently handle conflict and any escalations.
• Provide industry leading customer service to both external customers and internal colleagues. Build relationships within brands and departments by finding solutions and establishing yourself as a point of contact for relevant stakeholders.

About YouWe love people with passion and we want to help utilise that passion in to your career. We encourage people to defy the ordinary. You should possess the ability to challenge existing ideas and develop new ones.You will have at least 2 years experience leading Team Managers in a similar environment. Through your experience, youll value HR processes and be able to demonstrate where you have adopted them.You must have a strong customer focus and be able to cascade this down the teams. This should be at the core of what you do, whilst planning and delivering multiple projects.You will have experience managing stakeholder relationships and be able to develop these to benefit and positively impact a mutual agenda.DiversityWe recognise and value the importance of diversity to help make sure we have lots of different perspectives when we are providing service to our colleagues and customers. We know that this will help us build a great service, which our Customers will love.This is great news for our business. Diversity for us is also, importantly, about building happy teams full of people that want to learn and want to be inspired by each other and our different experiences.Recruitment ProcessWe review applications on an individual basis, and if we feel you would be a good fit well invite you for a face-to-face chat about the role, and to see if were a good fit for you.We value open and honest conversations and collaboration, giving you a chance to learn about what we are doing in an informal and friendly environment. We want to know about you and why you feel that this is the opportunity for you.Please note, this is not a remote role and our expectation is that you will be able to attend Head Office in Greater Manchester.