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Contact Center Manager
4 months ago
We have an exciting opportunity for a Contact Centre Manager to lead our growing Contact Centre Team. The successful candidate will be responsible for ensuring the delivery of exceptional customer experience by the Contact Centre team, ensuring all customer queries are managed effectively and efficiently, with all customer investigations completed within agreed SLAs.
What will you be doing?
- To lead and manage the Contact Centre team to maximise performance and achievement of KPI's and SLA's, with focus on company values and compliance standards.
- Provide leadership, development and coaching of a team of Contact Centre Agents.Actively engaging and supporting development of your team to drive performance and quality standards.
- Working closely with HR and Talent Acquisition to drive recruitment and successfully build and maintain the Contact Centre Team.
- Carry out regular 121s, developing a culture where training and development are part of the team, identifying actions and working with the team to ensure the skills and knowledge are developed effectively.
- Embed a performance culture, framework and review processes to achieve business and team goals.
- Proactively ensure customer outcomes are appropriate through call quality, training, and competence
- Demonstrate compliant and escalated call handling, while delivering to regulatory and mandatory standards.
- Ensure all company processes and procedures are carried out within appropriate timeframes.
- Become an SME on the customer journey and positively contribute to the team's customer outcomes via actions, analysis, and remediation
- Develop and deliver on continuous improvement initiatives.
- Ensure the team are fully communicated to in a timely manner with effective open and clear communication processes in place.
- Takes ownership of errors and complaints received, managing the customer experience to a successful resolution
- Consistently record and manage incidents, incident actions and Risk Forum / Risk Committee actions effectively, ensuring closure within agreed timelines, across the team.
- Effectively use all line management procedures and tools, including appraisals and return to work, to manage staff attendance, progression, and retention targets
- Work collaboratively with other managers to ensure overall performance consistently meets requirements and expectations
- Participate and engage in all project requirements, ensuring project alignment with current operational processes.
Skills & Person Specification
- Previous contact centre leadership experience and/or financial services management experience
- Minimum requirement APA/QFA Qualification
- Experience of building and developing high performing teams through coaching and development.
- Good knowledge of Microsoft Office applications, with the ability to quickly learn new systems
- Great interpersonal & communication skills with the ability to interact with colleagues and customers, providing a positive, proactive service
- Ability to react and deal with change in a fast-moving environment, ensuring results are delivered on team, while sustaining quality processing of high-volume data by the team to tight deadlines
- Proven ability to be accountable for and define procedures, controls, and instruction
- Good attention to detail, accuracy, ability to multitask and manage/prioritise workloads
- To work within and be compliant at all times with all relevant regulations and legislation applicable to this role
- Consistently demonstrates that "the customer is at the heart of everything we do" by ensuring that customer impact is considered in the course of all tasks and activities
- Target driven individual with the ability to manage your own workload while contributing positively to the wider team and organisation, working to achieve common goals.
Why Mars Capital?
Mars Capital puts the customer at the heart of everything we do by seeking to understand the circumstances of our borrowers and help them, using all reasonable means available, return to long term financial stability. Mars Capital is also part of the Arrow Global Group. Which is a leading European investor and asset manager in the non-performing and non-core assets sector. Operating in five different geographies and servicing over 9 million customer accounts. Our Purpose – building better financial futures.
We offer a competitive salary and attractive benefits package, and we pride ourselves on rewarding success with our excellent bonus scheme and incentive package. We also have interactive subsidised events, colleague engagement teams, employee recognition and development programs and the opportunity to work collaboratively with multiple European countries.
Please note – we are an equal opportunities employer and CBI regulated company - we will conduct credit, fraud, criminal record and 5-year reference checks as part of our pre-employment screening. (Strictly No Recruitment Agencies Please)
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