Contact Centre Manager

Salary 40k

Commission up to £1000 per month

OTE of £52k

This is an exciting opportunity for the right individual to join our team on our GI (General Insurance) department.

Responsible for between 30 and 50 FTE + management team, you will spearhead a blend of both outbound Lead gen agents and experienced sales advisors, this will be on a 2-1 basis (two lead gen agents to every sales advisor) 

Responsibilities: -

Responsible for all aspects of the day to day running of the contact centre including :-

• Conducting Monthly 1-2-1s sessions with the management team (x2 at present)
• Overseeing the delivery of staff health checks and monthly 1-2-1 sessions
• Conducting coach the coach sessions
• Completing call calibration sessions
• Working with key stakeholders to ensure compliance scores are being delivered.
• Creating succession plans in order to give opportunities across the department.
• Responsible for the delivery of all operational sales targets including Leads/Sales and conversion.
• Managing behaviours and thus maintaining a professional department in line with HR processes.
• Ability to motivate via various initiatives keeping a fresh approach.
• Proficient in Microsoft packages such as Excel etc
• Understanding although in-depth knowledge not essential of dialler management systems
• Competent in working on CRM systems.
• Reporting directly to both Head of Sales and Operational Director

This is a fully hands on role presenting a fantastic opportunity for the right candidate, giving the opportunity to own and develop to their own department forward.