CONTACT CENTRE ASSISTANT MANAGER

Watford | £26,000- £27,000pa + Bonus (£28,120pa OTE) | Permanent

Cassidy Jones Recruitment are proud to be working in partnership with a UK wide car parking specialist, recruiting for a Contact Centre Assistant Manager to join their team in Watford.

 

The main responsibilities of this role is to deputise and support the Customer Support Centre Manager in ensuring the Customer Support Centre delivers world class customer service to help drive customer loyalty, deliver customer satisfaction, provide client support and maximise revenue through correct management of notice processing procedures.

 

The Role:
 

  • Driving a quality first ethos with the team.

  • Define achievable targets and goals for agents and the team to ensure we meet customer and business needs. Regularly review as required to support the business.

  • Ensuring the team meets the above targets and goals.

  • Managing department resources as required to support customer and business demands.

  • Putting in place new ideas and best business practice and drive these initiatives forward.

  • Promote and utilise the new CRM system for every customer contact.

  • Manage the knowledge base, ensuring Agents are always using the most up to date information.

  • Analyse trends, reasons why customers contact the business, etc and drive a continuous improvement philosophy within the support centre.

  • Find ways of getting team morale to a high standard, and being sympathetic and understanding of the day-to-day stress levels incurred by the agents.

  • Carry out all CSA monthly 1-2-1’s

  • Telephone coaching.
     

Requirements:

 

  • Excellent verbal and written skills.

  • Excellent Analytical Skills.

  • A keen and motivated ‘people manager’ with the ability to build rapport quickly.

  • Track record of delivering high levels of employee satisfaction and appropriate team development.

  • Drive and energy and have the capability to manage the challenges and opportunities of a fast moving environment.

  • High-level of experience in managing a similar customer-focussed department.

  • Ability to prioritise, meet challenging deadlines and work with competing demands.

  • Working with data and information.

  • Team working, guiding and coaching.

  • Objective Setting.

  • Customer focused.

  • Retains a positive attitude.

  • Flexible approach to working hours.

 

 

This is a full time role comprising of 42.5 hours per week. Hours will predominantly be 10am- 7pm, some Saturdays may be required. Flexibility is a must to meet the needs of the business.

 

28 days holiday including bank holidays. There is a quarterly bonus, measured against KPI’s.

 

Please apply by sending your CV as a Word Document. Cassidy Jones Recruitment Ltd are acting as an Employment Agency on behalf of our Client. 

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