Contact Centre Manager

Job Detail

Provide leadership and regular coaching to Team Leaders and Agents.   Responsible for managing the day-to-day running of the contact centre, which includes effective resource planning in ensuring KPIs are consistently achieved.   Work closely with HR to ensure fast, effective, and quality staff recruitment. Build an engaging and motivated workforce by creating a positive and vibrant environment for staff to thrive. This could be in the form of daily huddle sessions, team building activities and monthly coaching sessions.   Conduct consistent reviews of staff performance to identify training gaps and needs.   Take ownership and resolve any urgent or critical issues escalated by the Client or team. Work closely with Client to support investigation and service recovery process