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We are looking for an experienced Contact Centre Manager for a fantastic, fast paced, exciting business based in Sunderland.
You will be responsible for overseeing multi - channel Operations for my clients Customer Services Centre, including hiring, training and managing employees in a very customer centric focused business.

With a background contact centre Management and through the effective leadership of a team of managers, the successful individual will have the following responsibilities:

Operational Excellence:

• Manage the day-to-day performance of the contact centre operations to deliver a best-in-class service.
• Inspire, motivate & lead your managers and their teams to deliver an excellent experience.
• Support & Challenge the evolving way of thinking, based on experience, to drive performance.
• Drive continuous improvement across all services and processes to ensure efficiency.
• Ensure all KPIs and SLAs are met across all our channels, Phone, Email, Chat.
• Lead an effective resource planning team, ensuring that resource is fully utilised, and any contact demand is effectively covered.
• Minimize escalations by ensuring necessary training is provided to all Managers and Agents to be able to handle any concerns raised by our Customers quickly and accurately.

Key skills & experience:

• Have experience in managing or supervising Customer Services Operations in a contact centre based environment (60 70 FTE).
• Proven experience of leading a sales and service driven contact centre operation with experience of managing an operation through periods of growth or change and the implementation of new systems and channels.
• Can prioritise own workload and deliver to tight deadlines, whilst maintaining attention to detail
• Proven experience managing Resource Planning at an operational level.
• Strong leadership skills with ability to manage multiple teams and large groups of people