Contact Centre Manager

Job Description

A Contact Centre Manager is needed to join our team at theICEway, a leading IT services and technology consultancy based in Welwyn Garden City.This is an in office role - full time 37.5 hours a week - hours are predominantly going to be Monday to Friday between the hours of 8am - 6pm on a rota basis.This is an excellent opportunity to progress your career with a well-established company!About UsWith 15+ years of experience, theICEway provides IT services and technology consultation to help clients in the cruise, travel and healthcare industry achieve their business goals and strategies. Over the years, theICEway has expanded to include officesin the US, Australia, and Eastern Europe.We are a local company with a global reach, and our company values are at the heart of everything we do. We value our people above all, and this allows all team members to thrive in a dynamic and collaborative environment.Key Responsibilities:

• Manage overall operations of the contact centre. Point of escalation for the UK supervisor
• Responsible for interviewing, hiring, and assigning workloads to the team members
• Working closely with the team, motivating, and coaching them
• Reviewing call data and key reports to monitor the customer experience
• Liaise with clients to identify and set tasks, performance measures and provide regular reporting
• Leading and inspiring a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
• Monitoring individual, team, and call centre results to identify and act on both positive and negative performance trends to ensure attainment of performance targets and team / individual KPIs
• Using existing methodologies, team input and your own initiative to ensure attendance and retention targets are achieved
• Managing the fair and consistent application of performance management and disciplinary measures as necessary
• Working with the management team to identify and deliver positive change and business efficiencies
• Escalating any appropriate problems to the Head of Operations
• Supporting the Head of Operations to highlight operational risks and areas for improvement
• Providing communication and follow up to ensure employees are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions
• At all times model enthusiasm, practices pride, and ethical business to enhance morale, provide a positive work environment
• Handling interaction with escalated customers in difficult service scenarios to resolve issues, rebuild customers confidence in the brand, and secure retention of customers.
• Any other task required to fulfil the role of Call Centre Manager
• Ensure all product, policies and regulatory compliance in line with local laws
• Review and update all training materials and Knowledge Library, as it relates to local
• processes and policies
• Review and approve all trade and guest communications regarding deployment, itinerary changes, cancelled voyages etc and ensure compliant with local requirements
• Work closely with the UK Sales team to support brand initiatives
• Coordinate and represent Incident Management, reviewing communications and offers to trade and guests to ensure compliance with local requirements
• Develop initiatives to drive sales performance and increase conversion

Experience:

• 3-5 years experience within a contact centre / customer service-related management position
• Prior experience with strategic planning and leading a contact centre team.
• Background in the travel / hospitality industry is a bonus.

Preferred skills:

• Experience in the use of contact centre applications and enterprise level phone systems
• Strong written communication skills
• Critical thinking - using logic and reasoning to identify the strength and weakness of alternative solutions, conclusion or approaches to problems
• Monitoring and assessing performance of self and other individuals to make improvements or take corrective actions
• Proficient at managing own time and the time of others
• Effective at management and development of talent
• Good judgement and decision making
• Knowledge of principles and processes for providing customer and personal services

Benefits:

• 20 days annual leave plus 8 days bank holidays
• Gym membership after probation is passed

Sounds interesting Click the APPLY button to send your CV for immediate consideration.Candidates with previous experience or job titles, including; Customer Service Manager, Customer Operations Manager, Call Centre Operations Manager, Customer Experience Manager, Contact Centre Operations Manager, Customer Support Manager, Client ServicesManager, Call Centre Manager, Service Delivery Manager and Customer Relationship Manager may also be considered for this role.