About the Client:
My client is a well known not for profit organisation.
About the Role:
You will be responsible for setting up a new contact centre operation based in South Wales for around 50FTE which will be both inbound and outbound campaign driven.
You will be responsible for recruiting of the staff, setting of KPI's, coaching, motivating and retaining staff as well as setting shift patterns and resource planning.
You will have full budgetary control and be responsible for the revenue generation and continuous improvement as well as assisting with setting the strategy for the future.
You will produce reports for senior management as required, therefore will need to put the processes and procedures in place to capture the data as well as forecasting and analysis of data on a weekly and/or monthly basis.
You will also be responsible for the quality and fulfilment of high standards of customer service.
What we’re looking for:
An experienced Contact Centre Manager who has managed a large contact centre operation (ideally 100FTE+).
A strong motivational leader who has experience of setting up a new Contact Centre operation and has change management experience.
Someone who has a proven track record of being able to increase productivity as well as set high standards in the delivery of KPI's, but with a high level of employee satisfaction.
A person who has the ability to create the right balance between a target driven and customer focused environment.
Experienced in both sales and customer services with excellent communication and problem solving skills.
About the Offer: Up to £53,500 + Benefits |
Bernstein