Jobs

    Contact Centre Manager - Welwyn Garden City, United Kingdom - TheICEway

    TheICEway
    TheICEway Welwyn Garden City, United Kingdom

    1 week ago

    Default job background
    Permanent, Full time
    Description

    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 satisfaction
    Monitoring individual, team, and call centre results to identify and act on both positive and negative performance trends to ensure attainment of performance targets and team / individual KPI's
    Using existing methodologies, team input and your own initiative to ensure attendance and retention targets are achieved
    Managing the fair and consistent application of performance management and disciplinary measures as necessary
    Working with the management team to identify and deliver positive change and business efficiencies
    Escalating any appropriate problems to the Head of Operations
    Supporting the Head of Operations to highlight operational risks and areas for improvement
    Providing communication and follow up to ensure employees are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions
    At all times model enthusiasm, practices pride, and ethical business to enhance morale, provide a positive work environment

    Handling interaction with escalated customers in difficult service scenarios to resolve issues, rebuild customer's confidence in the brand, and secure retention of customers.

    Any other task required to fulfil the role of Call Centre Manager
    Ensure all product, policies and regulatory compliance in line with local laws
    Review and update all training materials and Knowledge Library, as it relates to local
    processes and policies
    Review and approve all trade and guest communications regarding deployment, itinerary changes, cancelled voyages etc and ensure compliant with local requirements
    Work closely with the UK Sales team to support brand initiatives
    Coordinate and represent Incident Management, reviewing communications and offers to trade and guests to ensure compliance with local requirements
    Develop initiatives to drive sales performance and increase conversion

    Experience:
    3-5 years' experience within a contact centre / customer service-related management position
    Prior experience with strategic planning and leading a contact centre team.
    Background in the travel / hospitality industry is a bonus.

    Preferred skills:
    Experience in the use of contact centre applications and enterprise level phone systems
    Strong written communication skills
    Critical thinking - using logic and reasoning to identify the strength and weakness of alternative solutions, conclusion or approaches to problems
    Monitoring and assessing performance of self and other individuals to make improvements or take corrective actions
    Proficient at managing own time and the time of others
    Effective at management and development of talent
    Good judgement and decision making
    Knowledge of principles and processes for providing customer and personal services

    Benefits:
    20 days annual leave plus 8 days bank holidays
    Gym membership after probation is passed
    Sounds interesting? Click the APPLY button to send your CV for immediate consideration.

    Candidates with previous experience or job titles, including; Customer Service Manager, Customer Operations Manager, Call Centre Operations Manager, Customer Experience Manager, Contact Centre Operations Manager, Customer Support Manager, Client Services Manager, Call Centre Manager, Service Delivery Manager and Customer Relationship Manager may also be considered for this role
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