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Contact Centre Lead

  • Job reference: RLC354
  • Location: Manchester, Greater Manchester
  • Job type: Permanent
  • Area of Expertise: Corporate Services
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Job description: Job Title: Contact Centre Lead
Salary: £54,681 Per Year
Hours: Full time - 37 hours per week
Type: Permanent
Based: Manchester City Centre

To establish, develop & manage the Contact Centre, initially leading a team of 5 Business Enquiry Advisors, building up to potentially 100 call-handlers, to deliver a market leading client centric support network for an ambitious, growth-focused SME businesses. The Account Management and Client Engagement team will work with a range of services across the Company as well as partners in the public & private sectors to help create a world class business support offer.
*The role requires the successful candidate to take a team from installation and implementation of software, leading on all new processes, standards, KPI's, agreeing processes with other areas of the business - account management, business development, specialist services - to ensure effective integration of the contact centre provision.
*Managing a contact centre is a very specific skill and detailed senior level sector & operational knowledge will be critical to this role. The role holder will have to take the whole of the business on this journey.
*This role will grow quickly from the management of 5 staff to the management of potentially 100 staff.
*Taking the client from a standing start to having a contact centre facility that we could market to Government departments in a 6 month period will require an incredibly robust, experienced and senior Contact Centre Lead who is able to combine the management of the software implementation, the management and guidance of the staff, the combining of operational processes across the business, working with the other businesses across the Hub to manage what is and what isn't possible - some of this will be senior negotiations with other Heads and Leads of group companies to agree scope and outputs/KPI's etc, so will need someone with the appropriate gravitas and negotiation skills.
*As a result of having a team of circa 100 call handlers the Lead will need to establish a team of senior call handlers and contact centre managers
Essential Experience -
*Substantial prior experience of effectively managing a Contact Centre
*Wide ranging private and/or public sector experience at a senior management level
*The ability to develop strong market knowledge of the business support networks across Greater Manchester
*A track record of forming constructive partnerships with internal & external stakeholders
*Line management experience and evidence of achieving success through staff that do not report directly to you

If you are interested in the role and meet the above criteria, please email me your CV for consideration
If you have any questions regarding this role, call Ryan at Service Care Solutions on 01772 208 966 or E-Mail ryan.curwen@servicecare.org.uk