Inbound Contact Response Centre Manager Contract



Recruitment Solutions (Folkestone) Ltd are looking for an experienced forward-thinking Inbound Contact Centre Operations Manager to provide leadership, develop and focused on employee engagement and client excellence. This multi-campaign/clients inbound environment is fast paced, diverse and highly driven, so they need a contact centre manager that's engaging, highly motivated and an effective performance leader.



Our client is a well-known nationally, they are looking for a high calibre Contact Centre Operations Manager to support and lead a contact centre of circa 28 agents and 5 team leaders.



Contract: cover 6 months IMMEDIATE START 

Working hours: 40 per week 5 out of 7 days between hours 8.00 am – 9.00 pm.

Salary: Circa £28,000 - 30,000 pro rata



All About the Role!!



To determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.



• Maintain and improve call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans. Completing system audits and analyses; managing system and process improvement and quality assurance program and installing upgrades.



• Undertakes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees.



• Administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.



• Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.



• Prepare call centre performance reports by collecting, analysing, and summarizing data and trends.



• Maintain professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.



• Set up and Project manage new campaigns and roll-outs. Client meetings and SLA reviews



• Building relationships internally and creating synergy with various departments thought the Group.



All About you!



Must be Contact Centre Management experienced, Problem Solving, People Skills, Teamwork, Planning and Strategies, People Management, Managing Processes, MI, Accentuating Excellence, Reporting, Mentoring and employee developing



Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement.