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Head of Contact Centre

Job Reference:
Recruiter Name:
Parkside Recruitment
Job Type:
Call Centre Manager, Call Centre/Customer Service
£45,000 to £50,000 per annum
Contract Type:
Date Posted:

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Fantastic opportunity for a Contact Centre Manager to come on board and join an exciting and fast paced company.The Successful candidate will be responsible for managing and monitoring activities in a Contact Centre in line with the local Sales

Key Responsibilities

  • Aligns global Contact Centre strategy and sales goals to the local market and organisation;
  • Oversees and monitors contact centres' activity locally (service levels, abandoned rate, call quality, customer satisfaction) in order to ensure correct functioning and detect opportunities for improvement;
  • Monitors the sales results of the CC activity to ensure achievement of sales targets, following KPIs such as conversion rate and revenue generated;
  • Monitors organisation in terms of staffing levels linked to volume forecast, shift patterns, staff turnover, training hours, workforce planning;
  • Monitors the efficient use of systems, policies, and tools to ensure standard ways of working;
  • Motivates and leads staff, ensures continuous professional development via training, on-the-job opportunities;

Skills, competencies, experience

  • 3-5 years of experience in a Call Centre at a managerial level;
  • Proficient with the use of Microsoft Office and experience using B.O. or similar platforms for reporting;
  • Experience with UK Consumer rights, UK Employment law and ABTA regulations;
  • Ability to review solicitor's documents combined with investigation thinking, accuracy and attention to details;
  • Analytical thinking (ability to create capacity/forecasting models/plans) and knowledge of financial processes;

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.

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