Job Description

Job Summary

0800 Homefix is seeking an experienced Call Centre Manager to lead, grow and oversee a team of booking agents, ensuring the efficient operation of the contact centre. This role involves managing performance, setting targets, recruiting, sales training, Dialler management (blended campaigns - inbound and outbound), ensuring compliance with company procedures, and fostering a positive and results-driven work environment.

Key Responsibilities as a Call Centre Manager:

- Manage a team of agents, ensuring all aspects of their performance are optimised and issues are resolved efficiently.
- Lead, motivate, and support agents both individually and as a team to achieve set targets, objectives, and deadlines.
- Set, communicate, and monitor conversion targets on a daily, weekly, and monthly basis for individuals and the wider team.
- Implement performance management processes for underperforming collectors, ensuring continuous improvement through training.
- Monitor the contact centre dashboard to maintain service level agreements (SLAs) and key performance indicators (KPIs), ensuring customer expectations are exceeded.
- Manage the dialler and campaigns to meet call demand requirements.
- Utilise available data to identify trends and address key issues such as call abandonment and avoidance, taking a robust approach with underperformers.
- Ensure attendance levels to maintain SLA performance.
- Provide recommendations for operational improvements and report these in regular management meetings.
- Support the implementation of processes aligned with the company's social responsibility and customer welfare objectives.
- Assist in workforce planning, including long-term recruitment strategies for the call centre, administrative and customer services department.
- Liaise with IT and external providers to resolve technical issues impacting the contact centre.
- Stay up to date with all relevant company policies, client guidelines, and regulatory requirements, ensuring compliance and supporting staff on complex issues.
- Work closely with other departments and senior management to resolve operational issues.
- Support change management initiatives within the department.

Skills & Experience Required as a Call Centre Manager:

- Proven experience leading large teams in a contact centre environment.
- Demonstrated ability to coach and develop staff in a coaching-driven culture.
- Strong track record of delivering performance improvements and process enhancements.
- Target-driven with experience in setting, achieving, and exceeding performance goals and targets.
- Excellent managerial and communication skills with a broad technical mind set, with the ability to influence and motivate teams, even in high-pressure situations.
- Proactive and results-oriented, with strong change management capabilities.
- Strong analytical skills to interpret data and identify key trends.
- Demonstrated leadership ability and experience in peer-to-peer support.
- Effective team player with a collaborative and inclusive approach.
- Significant experience in a fast-paced blended inbound and outbound call centre environment.

- Willingness to provide occasional weekend and late evening cover when required.
- Strong people management skills, with a focus on engagement and staff development.

Benefits and Remuneration package:

- Competitive basic salary of 40,000 per annum, OTE 45,000-50,000 plus.
- 40 hour working week.
- Company pension scheme.
- Modern office environment with on-site parking.
- 28 days of annual leave, including bank holidays.

Job Types: Full-time, Permanent

Pay: 40,000.00 per year

Benefits:

Company pension Free parking On-site parking
Work Location: In person