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Contact Centre Manager

Post date: 07/01/2021

Closing date: 04/02/2021

Location: hurricane way, Norwich, Norfolk, England

Internal job ref: MD1003211183

Status: Full Time

Contact Centre Manager required  in our busy Contact Centre based on the outskirts of Norwich.  Contact Centre Manager required to manage the operations within the contact centre, oversee our telecan teams, data and call volumes, ensuring effective management of recruitment, retention, moral and motivation.

Who We Are:

One of the major home improvement companies in the UK.  We have a quality ethos and want every customer to enjoy the experience of making home improvements with us, from conception to completion.

 The Role:

  • Manage the performance and development of your team to support and help achieve their targets and goals
  • Consistently meeting and exceeding customer service by driving forward call quality standards
  • Effective resource planning
  • Managing teams including 1-2-1 performance reviews - absence management
  • Participate into training and coaching content and methods

What We Need:

  • Substantial hands on experience within a supervisory level successfully leading, motivating and developing a team within a call centre or similar environment
  • Proven experience of managing performance and development of a large team
  • Ability to multi task and prioritise workload in a fast paced environment
  • Team player with great communication skills
  • Able to work on own initiative
  • Ideally with a persuasive and inclusive management style
  • Highly motivated and capable of working towards targets

What We Offer:

  • Excellent Salary
  • Staff benefits & discounts
  • 23 Days Holiday increasing with time
  • Staff Purchase Scheme




‘We are certified as a Covid-19 secure employer – having complied with Government’s guidance on managing the risk of Covid-19’

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