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CHEC
Fulwood, Lancashire
The Vacancy We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future of eye health and how CHEC can play an innovative part in making this great, with your help. If you are care focused and looking to join an organisation that is thriving on suc
Job Source: CHECCalor Gas Limited
Billingham
Contact Centre Advisor £23,400 to £23,500 With Excellent Benefits Keeping our Customers Safe, Warm, Working and Informed is what we strive for at Calor. The Customer Experience team at Calor Gas are looking to recruit an engaging and proactive Contact Centre Advisor to provide a primary point of contact for external customers via the phone and in w
Job Source: Calor Gas LimitedSearch
Manchester
Contact Centre Team Leader - Call Centre - Salary: £31,000 OTE £35,000 - Monday to Friday - Hybrid (2 days from home) - Manchester M3 We are looking for a Team Leader to join our award winning Customer Service team based in Manchester! You will be responsible for driving performance, coaching and 1-2-1's as well as disciplinaries as well as m
Job Source: SearchThe Recruitment Co.
Bristol
Job Title: Contact Centre Team Lead Salary: £30,000 - £40,000 (Typically around £35,000) Location: Bristol, United Kingdom Hours: Monday - Friday, 35 hours per week, 5:00 PM - 1:00 AM (UK time) Job Responsibilities: Lead a team of highly motivated customer service professionals, focusing on developing and empowering them to deliver world-class
Job Source: The Recruitment Co.CCA Recruitment Group
Kilmarnock
We are seeking a driven and people-focused Team Manager to join our Kilmarnock based client. You will lead and support a team dedicated to delivering outstanding customer interactions and performance within a FCA regulated environment. The ideal candidate will possess strong leadership skills, a proactive attitude, and a track record of success in
Job Source: CCA Recruitment GroupYMCA Bournemouth
bournemouth
Relief Child Contact Centre Practitioner Working at YMCA Bournemouth is an opportunity to be a part of a global organisation working at a local community level in Bournemouth, Christchurch and Poole. We are inclusive, diverse and forward-thinking. We work across areas including Housing and Support, Family and Relationships, Youth Work, Training and
Job Source: YMCA BournemouthOpus Technology
Reigate
Job DescriptionWould you like to work for Opus, one of the UK’s largest independent Managed Service Providers who have recently been recognised as “Very Good” in the Best Companies to work for Awards?Where? Join our Sales TeamThe Senior Account Executive is responsible for proactively hunting and generating a quality business pipeline, winning prof
Job Source: Opus TechnologyReed
Pinner
We are currently seeking a talented and motivated Centre Manager to join our team and contribute to our ongoing success. In this role, you will be responsible for nurturing relationships with parents and students, supporting tutors, and managing various departmental duties. Your leadership will be crucial in driving results and achieving our strat
Job Source: ReedCaerphilly
We are seeking a data orientated Contact Centre Performance Manager with strong leadership skills to join our client's customer service team based near Caerphilly. The successful candidate will be responsible for managing the performance of the contact centre, ensuring that all customer interactions are handled professionally and efficiently.
Client Details
Our client is a leading provider of professional services in the energy sector. There is a small team of 15 individuals in the contact centre across inbound, outbound and live chat channels. The business has a national presence and are renowned for their commitment to delivering high-quality solutions for their clients. Based in the greater Caerphilly area, you will have access to free on site parking. The company is a market leader within it's sector and is very well established with 15 strong years in operating in this marketplace. This is a Mon-Fri business hours role.
Description
Overseeing the daily operations of the contact centre.
Managing and motivating scheduling agents to adherence performance targets and KPIs
Developing and implementing strategies to improve the performance of the contact centre.
Monitoring and analysing key performance indicators to identify areas for improvement.
Providing coaching and feedback to contact centre staff to enhance their performance.
Working with the customer service team to ensure that customer complaints and queries are handled effectively.
Collaborating with other departments to improve customer service processes.
Completing 121's, performance reviews and providing on the spot feedback to support the delivery of excellence.
Perform QA checks and provide feedback.
Profile
A successful Contact Centre Performance Manager should have:
Proven experience in managing contact centres
Excellent leadership and communication skills.
The ability to analyse data and use it to improve performance.
Proven experience in a contact center environment, with at least 2 years managing performance
Proficiency in call center technology tools, software, dashboards and KPIs
Demonstrable experience of managing within a highly target-driven customer service setting
Job Offer
A performance related bonus of up to 10% of base salary, paid quarterly
£35,000 to £40,000 basic salary.
22 Days Holiday, plus 8 days bank holidays
Company Auto Enrolled Pension - Company Matched contribution up to 3%
Free parking - Caerphilly
If you have a passion for customer service and the skills to lead a contact centre team, we encourage you to apply for this exciting opportunity.
Contact Centre Performance Manager jobs in Caerphilly
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