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Contact Centre Manager

Salary Salary
£35,000-£40,000
Location Location
Hull
Job Type Job Type
Permanent

Don’t just take our word for it, hear it from the employees themselves:

” I joined ResQ in 2019, the atmosphere is brilliant and there is a great family ethos, I have developed strong friendships with both my peers and management. The enthusiasm of the staff makes you want to succeed, not only for yourself but for your peers too. I have started team leader development which has been supported by my team leader and operations manager, giving me further drive to do well in my role. “

Quote by Joe Stephenson, Agent and Future Team Leader

Role Description:

Are you a dynamic, energetic engaging Senior Manager looking for a new opportunity where you can progress and affect change in a forward thinking organisation?

Do you have experience of managing a team of managers whilst being responsible for commercial delivery?

If so we would love to speak to you about an exciting opportunity to support the growth with an existing Telecoms campaign.

ResQ are a specialist contact centre who work on behalf of some of the biggest brands in the telecoms and utilities industries.

Due to the continuing growth of our Contact Centres, we have a fantastic opportunity for a Contact Centre Manager to work in our flagship Hull office.

We are a call centre with a difference. Our people are what makes ResQ excellent - they enjoy working in a professional, fun environment and are proud of what they do.

ResQ has been awarded Best Companies’ highest accreditation – the coveted 3 Stars, meaning that we are a ‘world class company to work for’. If that wasn’t enough, we are also now recognised as one of Telecom’s 10 Best Companies to Work For, as well as one of the UK’s 100 Best Large Companies to Work For.

Summary of Role and Key Responsibilities

Support the running of ResQ in capacity as Contact Centre Manager to include:

Lead, inspire and develop a team to achieve results using management information and analysis
Develop strategies to meet a mix of commercial and behavioural KPI’s
Drive the growth of a high performing and passionate culture.
To be client facing and support the business with existing and new campaign set up.
Monitor, manage and optimise costs and resources.
Experience Required

Significant experience managing a large sales and customer service operation and demonstrate a track record of driving performance.
· The ideal candidate for this position will have previous experience within a sales environment within the contact centre industry.

· Able to adapt to change, be resilient and act as a role model to colleagues across ResQ as a whole.

· Exceptional interpersonal and communication skills

· Self-motivated with an analytical approach.

· Strong commercial awareness

Competencies

Customer & Business Focus:

Takes accountability for ensuring the successful achievement of business objectives
Addresses setbacks, ensures solutions to challenges, and remains positive
Leading & Motivating:

Displays enthusiasm and pride about the Company; ensures that everyone understands their value and impact
Motivates their team to be the best they can be by providing support and encouragement, e.g., through regular meaningful conversations, recognition of work well done
Managing & Developing:

Forward plans their own and their team’s goals and ensures all team members understand how their role supports the business
Pro-actively monitors individual, Team and Campaign performance to target, takes immediate action to address areas of under-performance and finds alternative solutions to tackle issues
Competence and Knowledge:

Applies an understanding of the commercial issues impacting the Company and throughout own area and knows where value can be added.
Provides a broad range of expertise and proficiency with necessary technology.
Making Effective Decisions:

Pushes decision making to the right level within their areas of responsibility
Is prepared to make and defend unpopular decisions, as well as decisions made by others.
If you are interested in applying for this position, you will need to have a passion for delivering exceptional sales and customer service leadership and management within a contact centre and be commercially focused to deliver consistently against sales and operations goals.

Apply for this position

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