Job Description

Job Title: Contact Centre Manager

Location: Leeds, United Kingdom

Company: Belling Desk

Job Type: Full-Time

Salary: Competitive, based on experience

Job Title: Contact Centre Manager

Location: Leeds, United Kingdom

Company: Belling Desk

Job Type: Full-Time

Salary: Competitive, based on experience

About Us:

Belling Desk is a leading customer service provider known for our commitment to delivering exceptional support and service to our clients. Based in the vibrant city of Leeds, we pride ourselves on our dynamic team and our innovative approach to customer care.

Position Overview:

We are seeking a highly motivated and experienced Contact Centre Manager to lead our team of dedicated customer service professionals. The ideal candidate will have a proven track record in managing contact centre operations, driving performance improvements, and enhancing the overall customer experience.

Key Responsibilities:

Oversee the daily operations of the contact centre, ensuring efficient and effective service delivery.

Manage, coach, and develop a team of customer service representatives to achieve performance targets and maintain high levels of employee engagement.

Monitor key performance indicators (KPIs) and implement strategies to improve customer satisfaction, response times, and resolution rates.

Develop and implement operational policies, procedures, and best practices to enhance the contact centre's efficiency and effectiveness.

Conduct regular performance reviews, provide constructive feedback, and identify opportunities for training and development.

Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.

Collaborate with other departments to align customer service strategies with overall business objectives.

Stay updated on industry trends and emerging technologies to continuously improve contact centre operations.

Requirements:

Proven experience as a Contact Centre Manager or similar role.

Strong leadership and team management skills.

Excellent communication and interpersonal abilities.

Proficient in using contact centre software and tools.

Ability to analyse performance data and make informed decisions.

Customer-focused mindset with a passion for delivering exceptional service.

Strong problem-solving skills and the ability to handle high-pressure situations.

Flexibility to work various shifts as needed.

Benefits:

Competitive salary and performance-based bonuses.

Comprehensive health and wellness benefits.

Opportunities for professional growth and development.

A supportive and collaborative work environment.

Convenient location in Leeds with excellent transport links. (Unfortunately there is no parking provided due to our location )

How to Apply:

Interested candidates are invited to submit their CV and a cover letter outlining their relevant experience and why they are the ideal candidate for this position. Please send your application to iain@thebellingdesk.com

Join Us:

At Belling Desk, we believe in fostering a culture of excellence and innovation. If you are a driven and dedicated professional looking to make a significant impact in a dynamic environment, we would love to hear from you.

Belling Desk is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Type: Full-time

Pay: From 30,000.00 per year

Work Location: In person

Reference ID: Contact Centre Manager