Contact Centre Manager
Welwyn Garden City
£ 45000/annum
A Contact Centre Manager is needed to join our team at theICEway, a leading IT services and technology consultancy based in Welwyn Garden City.
This is an in office role - full time 37.5 hours a week - hours are predominantly going to be Monday to Friday between the hours of 8am - 6pm on a rota basis.
This is an excellent opportunity to progress your career with a well-established company!
About Us
With 15+ years of experience, theICEway provides IT services and technology consultation to help clients in the cruise, travel and healthcare industry achieve their business goals and strategies. Over the years, theICEway has expanded to include offices in the US, Australia, and Eastern Europe.
We are a local company with a global reach, and our company values are at the heart of everything we do. We value our people above all, and this allows all team members to thrive in a dynamic and collaborative environment.
Key Responsibilities:
Manage overall operations of the contact centre. Point of escalation for the UK supervisor
Responsible for interviewing, hiring, and assigning workloads to the team members
Working closely with the team, motivating, and coaching them
Reviewing call data and key reports to monitor the customer experience
Liaise with clients to identify and set tasks, performance measures and provide regular reporting
Leading and inspiring a team of sales agents to deliver excellent levels of individual/team performance and customer satis...