Contact Centre Shift Manager - Sittingbourne, United Kingdom - Netbox Recruitment

Netbox Recruitment

Verified Company

Sittingbourne, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

**Contact Centre Shift Manager
£32,000 - £37,000
Permanent role
Mid Kent
Office based
Monday to Friday hour week - flexibility between the hours of 7am - 6pm

28 days holiday (including Bank Holidays), plus Buy & Sell Annual leave scheme, Private Healthcare plan, access to benefits portal and Employee Assistance Programme**The successful Contact Centre Shift Manager would have previous contact centre / call centre experience, ideally one that covers multiple shifts with multiple different queues of calls with varying priorities.

This is a key role to our client and is crucial for them to maintain a high quality of work, customer service excellence and efficiency.

The successful Contact Centre Shift Manager will have excellent Excel skills and will be confident exporting and manipulating data from their phone systems (including VLOOKUP and Pivot Tables ideally); will be an excellent communicator and someone who canbuild rapport with and understand the needs of the business, the team and the customers; work well under pressure and be able to understand and react to live situations and call data and make effective decisions under pressure.

The duties for this Contact Centre Shift Manager role will include but not be limited to:

Coordinating shift rota's
Monitoring call answer rate
Designing and maintaining reporting tools that evidence and monitor absence, agent and department KPI's, call volumes and forecasting staffing requirements
Line managing resource admin team

Netbox Recruitment are an equal opportunities employer acting as a recruitment agency for the attraction and selection of talented individuals for this position.