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Contact Centre Manager

Please Note: The application deadline for this job has now passed.

Job Introduction

Contact Centre / Call Centre Manager - BMW Contact Centre Norwich

To lead, coach and motivate the Contact Centre Teams, to deliver outstanding performance in all areas of the department, whilst working within their agreed headcount.

Ensure all colleagues are reviewed regularly against the Contact Centres main KPI’s. Continually encouraging individuals to personally develop & improve their performance & skills.

To communicate effectively with the team, peer group, line management, external customers and business contacts. Working as an effective member of the local management team.

Ensure at all times that the team, provides first class customer service, and delivers a positive customer experience.

To ensure adherence within the team to agreed Contact Centre procedures in order to ensure consistency of process and procedures, Inchcape guidelines and optimisation of operational efficiency.

Role Responsibility

  • To coach and motivate team members to their maximum potential providing feedback, performance review, monitoring absence and creating a team environment conducive to optimise performance
  • Plan training and development for individual team members and ensure that the necessary resources are available to meet the daily, weekly and monthly targets, through management of attendance, sickness and holidays and by allocating and monitoring the workflows
  • Manage on a day-to-day basis a number of human resource issues that require an up to date and effective command of employee-related policy and practice
  • Manage the recruitment process i.e starters/leavers, recruitment, inductions, probation sign-off
  • Manage the escalation process for customer complaints and provide relevant training of objection handling to CSA’s. Recommend controls to prevent reoccurrence
  • Development through monthly reviews and the setting of SMART objectives for the team and individuals
  • Encouraging new ideas from CSA’s to improve roles, customer journey and department processes and procedures
  • Ensure that work is appropriately allocated on the basis of individual skills, knowledge and development needs and that appropriate support is available to Team Members
  • Meet pre-determined Team and operational sales and service Key Performance Indicators
  • Focus on costs, process improvements and/or efficiency to contribute to the profitability of Inchcape

The Ideal Candidate

  • Previous supervisory experience working in sales or customer service experience within a call centre environment
  • People management and leadership skills
  • Excellent communication skills and able to communicate effectively at all levels
  • Capability to motivate a team
  • Analytical, methodical and able to demonstrate attention to detail
  • Excellent organisation skills with the ability to prioritise effectively
  • Good at innovative idea generation to provide solutions to key issues and facilitate the general improvement of the contact centre offering
  • Able to think quickly to provide immediate solutions to complex customer queries
  • Able to identify non-compliance to current processes, procedures and recommend solutions to Contact Centre Management

Package Description

As a Contact Centre Manager, you will receive a basic salary of up to £32,000, plus an uncapped commission structure, with potential earnings of around £42,000. We also offer amazing benefits, including;

Company Benefits

  • Employee Discounts with The Showroom – make your salary go further with the discounts and cashback offers available at over 1000 retailers
  • Vehicle purchase discounts – There are plenty ways that you & your family can Drive with Us at Inchcape, from vehicle discounts to service offers. Own your dream car for less
  • A pension that pays – Our flexible pension scheme gives you the freedom to plan for the future in a way that suits you. Choose exactly how much you want to contribute on a monthly basis
  • Life Assurance – we give you the peace of mind when you need it most
  • Cycle to work scheme – get a new bike, equipment or both
  • Employee Assistance Programme – We take employee wellbeing seriously at Inchcape, we offer a programme to support all our colleagues and families with whatever challenges they may face at work or at home 24/7 365 days a year.
  • Save as you earn plan- reap the rewards of Inchcape’s success and effortlessly grow your savings. Save every month for a set period in order to buy Inchcape shares at a discounted price
  • Health Shield Cash Plan – Supporting your health and your wallet, this benefit reimburses you the cost of everyday health care from prescriptions to dental work
  • Holiday allowance rising with length of service – We reward long service with extra holiday
  • Great career development – Receive industry leading training from the brand you represent whilst you develop your skills with the Inchcape training team
  • And much more….

Inchcape Retail Limited

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