Employer Not Specified Contact Centre Manager Glasgow   up to £50,000 depending on experience.

We are a business process outsourcing and technology specialist. For more than a decade we have worked with some of the leading names in global business, helping them deliver world-class credit management and customer service performance.

As the Call Centre Manager you will be managing a fast paced contact centre with a 300 FTE in conjunction with managing and developing the relationships of our clients and partners. As the Call Centre Manager you will report directly to the Operations Director.

Main duties:-

Manage/oversee the running of the contact centre on a day to day basis.
Manage client relationships at both day-to-day and strategic levels ensuring high levels of Client Satisfaction
Implement and ensure all operational KPI’s are achieved
Lead, develop, motivate and coach Operations Managers enabling them to lead and manage their Team Leaders and Advisors to deliver a superior level of service
Review performance management
Plan and forecast recruitment activity by co-ordinating communication between various internal departments including Resource Planning, HR, Recruitment and Training, ensuring staffing levels are continually met across campaigns.
Ensure internal revenue budget targets and revenue growth targets are exceeded by analysing and reporting on financial performance and identifying areas for growth
Implementing innovated ideas to reduce attrition and absence.

Experience:-

Contact centre operational management and strategic planning experience
Effective leadership through team building and development
KPI management and proven track record of achievement Commercial awareness and financial management
Excellent client relationship management
Experience in recruiting and creating dynamic and highly performing teams
Thorough understanding of resource optimisation and delivery
Experience of managing multiple projects and varying team sizes

Please send your CV by pressing the 'apply' button, when applying for the position can you please include your salary expectations.

Job Reference:   CCM01

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