Contact Centre Manager

Sayjo Recruitment Ltd are acting on behalf of a client to recruit a

Call Centre Manager

for a busy contact centre in Elland, HX5

Managing 100+ contact centre agents with the assistance of 5 team leaders.

Purpose of the Role/Role Overview:

The primary purpose of a Call Centre Manager is to oversee and manage the daily operations of a call centre, ensuring that the company meets its service goals and maintains high levels of customer satisfaction. This role is critical in driving efficiency, performance, and customer service excellence. Here are the key purposes of a Call Centre Manager:

Overall, the Call Centre Manager plays a vital role in ensuring that the call centre operates efficiently, delivers high-quality service, and meets the company’s strategic objectives. By focusing on operational efficiency, customer satisfaction, team leadership, and strategic planning, the Call Centre Manager helps the company achieve its service goals and maintain a competitive edge in the market​

Operational Efficiency:

Resource Management: Allocate resources effectively to handle call volumes and maintain service levels.

Process Improvement: Continuously improve call centre processes and procedures to enhance productivity and reduce operational costs.

Technology Utilisation: Implement and manage call centre technologies to streamline operations and improve efficiency.

Customer Satisfaction:

Quality Assurance: Ensure that customer service standards are met by monitoring interactions and providing feedback to agents.

Issue Resolution: Handle escalated customer complaints and issues, ensuring timely and effective resolution

Customer Experience: Develop strategies to enhance the overall customer experience and increase satisfaction.

Team Leadership and Development:

Team Management: Lead and motivate a team of call centre agents and team leaders to achieve performance targets.

Training and Development: Provide ongoing training and development opportunities to enhance the skills and competencies of the team.

Performance Monitoring: Conduct regular performance evaluations and provide constructive feedback to improve individual and team performance.

Demand and Workforce Management:

Forecasting: Analyse call patterns and forecast demand to ensure adequate staffing levels.

Scheduling: Develop and manage workforce schedules to handle peak periods and maintain service levels.

Capacity Planning: Plan for future capacity needs based on business growth and changing call volumes

Client and Stakeholder Management:

Client Relations: Serve as the primary point of contact for third-party clients, ensuring their needs and expectations are met.

Vendor Management: Manage relationships with external vendors and service providers to ensure seamless service delivery.

Reporting: Provide regular reports and updates to senior management and clients on call centre performance and initiatives

Strategic Planning:

Goal Setting: Set clear goals and objectives for the call centre that align with the company’ overall strategy.

Policy Development: Develop and implement policies and procedures to guide call centre operations and ensure compliance with regulations.

Innovation: Identify and implement innovative solutions to enhance call centre operations and service delivery.

Qualifications:

At least 5 years of experience in call centre and demand management

Strong leadership skills with the ability to motivate and inspire cross-functional teams.

Excellent communication and interpersonal skills, with the ability to build relationships and negotiate with stakeholders.

Proficiency in project management tools and software, as well as data analysis and reporting tools.

Knowledge of regulatory requirements and best practices related to solar PV operations.

Passion for sustainability and renewable energy technologies, with a commitment to driving positive change.

Behavioral

Visionary Thinking: Ability to envision the future of Smart Metering and set strategic goals and objectives to drive innovation and growth in the industry.

Adaptability: Willingness to adapt to changing technologies, market conditions, and regulatory landscapes in the renewable energy.

Problem-Solving Skills: Capacity to identify challenges and obstacles in Smart Metering and demand projects and develop creative solutions to overcome them.

Collaboration: Aptitude for building and nurturing collaborative relationships with internal teams, external partners, stakeholders, and regulatory bodies to achieve common goals.

Communication: Strong verbal and written communication skills to effectively convey complex technical concepts to diverse audiences, including executives, engineers, policymakers, and community members.

Empowerment: Ability to empower and motivate cross-functional teams to achieve excellence in their respective roles and foster a culture of innovation and continuous improvement.

Strategic Planning: Skill in developing and executing strategic plans for Smart Metering initiatives, including resource allocation, budgeting, risk management, and performance tracking.

Ethical Leadership: Commitment to ethical business practices, environmental stewardship, and social responsibility in all aspects of Smart Metering

Resilience: Capacity to persevere in the face of challenges, setbacks, and obstacles encountered during the planning, implementation, and operation of Smart Metering

Passion for Sustainability: Genuine passion for advancing sustainable energy solutions and reducing carbon emissions through the integration of Smart Metering

Customer Focus: Dedication to meeting the needs and expectations of customers and end-users of Smart Metering

Continuous Learning: Willingness to stay abreast of emerging technologies, industry trends, best practices, and regulatory changes relevant to Smart Metering through continuous learning and professional development.

Salary: Circa £34k basic. Plus benefits.

The role is 5 days a week in the Office.

If you have skills and experience we are looking for, please apply with an up-to-date CV and we’ll be in touch to discuss the role in more detail