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Are you a dynamic leader with a passion for delivering exceptional customer experiences? We’re looking for a Contact Centre Manager to join our growing team in Slough, where you’ll play a pivotal role in shaping the future of our customer service operations.
** This is 4 days per week in the office in Slough, UK and you must be a UK resident with visa now **
As Contact Centre Manager, you’ll oversee the day-to-day operations of our busy contact centre, ensuring high performance, customer satisfaction, and team engagement. You’ll lead a team of leaders who lead dedicated advisors, drive continuous improvement, and implement strategies to enhance service delivery.
Key Responsibilities:
- Lead, coach, and develop a team of contact centre agents to meet performance targets. - Monitor KPIs and service levels, ensuring a consistent and high-quality customer experience. - Manage resource planning, scheduling, and workflow optimisation. - Handle escalated customer issues with professionalism and efficiency. - Collaborate with other departments to align customer service with business goals. - Drive innovation and process improvements across the contact centre.
What We’re Looking For:
- Proven experience in a contact centre leadership role. - Strong people management and coaching skills. - Excellent communication and problem-solving abilities. - Data-driven mindset with experience using contact centre metrics and tools. - Ability to thrive in a fast-paced, customer-focused environment.
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