Contact Centre Manager Ref. No: 6715

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For our Client, we are looking for the candidates for the position of the Contact Centre Manager.

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Requirements:

• Extensive management experience within a contact centre or operations environment
• 5- years+ people and performance management experience
• Experience of managing budgets
• Fluent English language
• Strong leadership and communication skills
• Ability to effectively manage relationships both internally and externally
• Ability to influence by using effective negotiation
• Strong time management and prioritisation skills
• HR knowledge –understanding of Employment laws and legislations

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Responsibilities:

• Maintain strong relationship with the Client and manage it on a daily basis
• Prepare and chair weekly, monthly and quarterly business reviews
• Strategic planning and managing the day to day operation of the Contact Centre
• Manage the performance standards, improve the results and deliver outstanding customer service
• Oversee and monitor the achievement and maintenance of agreed SLA’s
• Coordinate HR and recruitment activities
• Control and Manage cost within the budget
• Motivate, coach and develop Team managers
• Identify talents and training needs within your teams

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We offer

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