Contact Centre Manager
Location - Manchester
The Contact Centre Manager is responsible for the day-to-day leadership and performance of the Customer Service Team, ensuring customers receive an efficient, professional and consistent service. The role oversees service delivery, workforce planning, quality, reporting, facilities and team performance, while maintaining strong relationships with the client and the wider management team. You will use operational data and customer feedback to identify issues, improve performance and ensure contractual requirements and key performance indicators are achieved.
Operational and customer service management:
- Lead and coordinate the day-to-day activities and performance of the Customer Service Team
- Ensure customer enquiries are resolved accurately, professionally and within agreed service levels
- Monitor incoming and outgoing calls, transaction postings, correspondence handling, escalations and transponder inventory
- Plan and schedule shifts to maintain appropriate coverage and achieve agreed key performance indicators
- Conduct sample customer satisfaction surveys and use the findings to support service improvements
Person Specification, Experience & Knowledge
- Manage the facility, including opening and closing the office and reporting repairs or maintenance requirements Performance, reporting and governance:
- Prepare regular and ad hoc reports for the client, Board and management, including analysis of actual performance against objectives
- Identify operational risks, emerging issues and service problems, escalating these promptly with clear recommendations
- Formulate, review and update policies and procedures to improve operations and respond to changing business requirements
- Collaborate actively with the management team and contribute to monthly management briefings and project meetings
- Review contractual requirements and make practical recommendations to support compliance and service delivery
- Prepare and submit annual budgets and reforecasts for the area, monitoring performance against agreed plans
- Contribute relevant articles and good-practice papers to the quarterly company newsletter
People leadership:
- Manage, coach and develop the Customer Service Team, setting clear goals and objectives at the start of each performance period
- Organise team rotas, approve timesheets and manage absence requests in line with company policy
- Conduct annual performance and career development reviews and make salary recommendations in line with Egis Group practices and policies
- Address performance and conduct concerns fairly and consistently, leading disciplinary action where required and supported by appropriate documentation
- Support managers and employees with complex employee relations matters and escalate issues where necessary
- Communicate company initiatives, news and successes regularly, creating a shared understanding of priorities
- Motivate the team to improve the quality and quantity of work delivered and identify relevant training and development need