Posted in: Customer Service/Call Centre in South East England | Posted: |
A Contact Centre Manager is needed to join our team at theICEway, a leading IT services and technology consultancy based in Welwyn Garden City.
This is an in office role - full time 37.5 hours a week - hours are predominantly going to be Monday to Friday between the hours of 8am - 6pm on a rota basis.
This is an excellent opportunity to progress your career with a well-established company!
About Us
With 15+ years of experience, theICEway provides IT services and technology consultation to help clients in the cruise, travel and healthcare industry achieve their business goals and strategies. Over the years, theICEway has expanded to include offices in the US, Australia, and Eastern Europe.
We are a local company with a global reach, and our company values are at the heart of everything we do. We value our people above all, and this allows all team members to thrive in a dynamic and collaborative environment.
Key Responsibilities:
Manage overall operations of the contact centre. Point of escalation for the UK supervisor
Responsible for interviewing, hiring, and assigning workloads to the team members
Working closely with the team, motivating, and coaching them
Reviewing call data and key reports to monitor the customer experience
Liaise with clients to identify and set tasks, performance measures and provide regular reporting
Leading and inspiring a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
Monitoring individual, team, and call centre results to identify and act on both positive and negative performance trends to ensure attainment of performance targets and team / individual KPI's
Using existing methodologies, team input and your own initiative to ensure attendance and retention targets are achieved
Managing the fair and consistent application of performance management and disciplinary measures as necessary
Working with the management team to identify and deliver positive change and business efficiencies
Escalating any appropriate problems to the Head of Operations
Supporting the Head of Operations to highlight operational risks and areas for improvement
Providing communication and follow up to ensure employees are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions
At all times model enthusiasm, practices pride, and ethical business to enhance morale, provide a positive work environment
Handling interaction with escalated customers in difficult service scenarios to resolve issues, rebuild customer's confidence in the brand, and secure retention of customers.
Any other task required to fulfil the role of Call Centre Manager
Ensure all product, policies and regulatory compliance in line with local laws
Review and update all training materials and Knowledge Library, as it relates to local
processes and policies
Review and approve all trade and guest communications regarding deployment, itinerary changes, cancelled voyages etc and ensure compliant with local requirements
Work closely with the UK Sales team to support brand initiatives
Coordinate and represent Incident Management, reviewing communications and offers to trade and guests to ensure compliance with local requirements
Develop initiatives to drive sales performance and increase conversion
Experience:
3-5 years' experience within a contact centre / customer service-related management position
Prior experience with strategic planning and leading a contact centre team.
Background in the travel / hospitality industry is a bonus.
Preferred skills:
Experience in the use of contact centre applications and enterprise level phone systems
Strong written communication skills
Critical thinking - using logic and reasoning to identify the strength and weakness of alternative solutions, conclusion or approaches to problems
Monitoring and assessing performance of self and other individuals to make improvements or take corrective actions
Proficient at managing own time and the time of others
Effective at management and development of talent
Good judgement and decision making
Knowledge of principles and processes for providing customer and personal services
Benefits:
20 days annual leave plus 8 days bank holidays
Gym membership after probation is passed
Sounds interesting? Click the APPLY button to send your CV for immediate consideration.
Candidates with previous experience or job titles, including; Customer Service Manager, Customer Operations Manager, Call Centre Operations Manager, Customer Experience Manager, Contact Centre Operations Manager, Customer Support Manager, Client Services Manager, Call Centre Manager, Service Delivery Manager and Customer Relationship Manager may also be considered for this role