Contact Centre Manager

VACANCY: CONTACT CENTRE TEAM MANAGER

VEHICLE REPAIR BUSINESS

MANCHESTER

The Contact Centre Team Manager is an exciting opportunity for someone with call centre leadership experience to work closely with the Head of Motor Operations to take our clients business to the next level. The key purpose of the Team Manager is to lead the Repair team to delivery exceptional services to customers, exceed on contract KPIs and inspire its team members to achieve their full potential.

The successful candidate will also have the opportunity to be a key part in the delivery of our clients development and projects.

Our client is passionate about its role to deliver an efficient repair process different to any other. This position is an opportunity to further career development and be key part of taking the business to further success.

Salary: £30,000 - £35,000 (Subject to experience)

Hours: Mon - Fri 9am - 5pm (Office Based)

Roles & Responsibilities

• Day to Day management of the team against set performance, customer and quality KPIs.
• Setting and driving stretched performance objectives to deliver an industry leading service.
• Analyse and audit relevant performance data to identify and deliver on improvements.
• Escalation point for any partner and customer escalations.
• Own and prioritise own workload to achieve set KPIs while still managing team effectively.
• Responsible for motivating and engaging the team to deliver a world class experience to its customers, partners and suppliers. Including responsible for organising regular engagement activities and recognition.
• Identify coaching needs, working closely with the Operational Training Co-Ordinator to deliver operational training programs in the repair team. Ensuring fully documented and support actions are implemented.
• Ensure effective resourcing and cover at all times within the business.
• Maintain a consistent approach to lateness and absence management.
• Work closely with the Head of Operations and internal project team to identify areas of improvement. Report and provide updates on team performance including weekly targets and achievements to the Head of Motor Operations and internal stakeholders.
• Regular auditing of internal systems to ensure systems are working inline with Operational processes.
• Resolve problems and conflicts positively.
• Ensures compliance with regulatory guidelines and procedures to provide high quality service and outstanding customer care.
• Any other duties required as part of the role

Skills

• Good understanding of the Credit Hire / Repair industry
• Goal Focused
• Leadership
• Effective communicator
• Managing performance
• Efficient problem solver
• Integrity and positive attitude
• Attention to detail
• Respects Team Members
• Decisive
• Leads by Example
• Adaptability to change
• Dealing with complexity, analysing information and implementing change

If this sounds like you, apply today in the strictest of confidence

Who are you applying to?

The Solution Automotive Recruitment have been placing candidates into the UK Motor Trade since 1999. We have a fantastic relationship with all our clients and candidates across the country, many very long standing relationships. If you are skilled and experienced Automotive candidate, we want to hear from you and rest assured, you'll be dealing with a person, not just a consultant!

Unfortunately due to the volume of applications we get, we can only respond to the candidates who match the criteria set for this vacancy. We will retain your CV on our database and make contact as and when suitable vacancies arise. We will NEVER send your CV anywhere without your permission