Contact Centre Manager
| Dyddiad hysbysebu: | 13 May 2024 |
|---|---|
| Cyflog: | £45,000.00 to £50,000.00 per year |
| Oriau: | Full time |
| Dyddiad cau: | 10 June 2024 |
| Lleoliad: | West Midlands, B37 7YB |
| Cwmni: | BCA Group |
| Math o swydd: | Permanent |
| Cyfeirnod swydd: | ORG3669-BCALSBCCM1 |
Crynodeb
Contact Centre Manager
Birmingham Business Park - Solihull (on site)
up to £50,000 per annum plus bonus
Mon- Fri 08:30 - 17:30
BCA are the biggest name in Europe’s vehicle remarketing industry, backed by the Constellation Automotive Group, we’re part of a family including cinch and WeBuyAnyCar.com. We’re growing hugely and are on a key digital transformation journey.Through acquisition, simplification and innovation BCA aims to drive accelerated growth. Backed up by industry leading technology we have a nationwide team of logistics and inspection professionals and offer a full range of integrated services to support our customers through the entire fleet management process.
With a head office based centrally in Birmingham, BCA Logistics is a provider of vehicle inspection, collection & delivery services within the automotive supply chain on a nationwide basis. Typically operating at end of vehicle contract BCAL Logistics inspects & collects in excess of 600, 000 vehicles per annum making it the largest provider of these services within the sector with further growth planned.
Main purpose of job:
The primary focus of the role will be to direct, lead, inspire develop and manage the Contact Centre Team Leaders and Customer Service Advisor staff to ensure that key operational targets and service levels are achieved and maintained.
You will be expected to demonstrate passion, enthusiasm and energy to drive the performance of the Contact Centre to promote a culture of consistently delivering customer and commercial excellence and organisational efficiency. Driving a desire to achieve and develop in one’s self and all staff.
Main Responsibilities:
Effective management of a contact centre team of c60 FTE’s
Ability to manage a team, prioritise your own and other workloads and to undertake independent decisions with regard to own and others' workloads without reference to line management
Ability to identify gaps in team performance, productivity and quality within the team and to demonstrate the ability to close those gaps through coaching, training or performance management
Building and developing Customer, Supplier and internal stakeholder relationship management skills with proven communication experience and the ability to provide/obtain information, seek clarified detail, explain and implement policy and procedure
Acting as the main point of customer contact and internal management
Monitoring targets, service volume and SLA’s for all operational staff
Develop and coach reporting Team Leaders to up skill and improve performance and their contribution to the business and their teams
Conducting team briefings, operational meetings and feedback sessions
Pro-actively identify and resolve issues affecting service delivery
Manage customer journey and complaints, ensuring first time resolution
Coach advisors through challenging calls, using past experience and knowledge
Operational experience of managing a contact centre of +50 FTE’s
Understanding of the automotive & logistics industry and FCA regulated businesses
Birmingham Business Park - Solihull (on site)
up to £50,000 per annum plus bonus
Mon- Fri 08:30 - 17:30
BCA are the biggest name in Europe’s vehicle remarketing industry, backed by the Constellation Automotive Group, we’re part of a family including cinch and WeBuyAnyCar.com. We’re growing hugely and are on a key digital transformation journey.Through acquisition, simplification and innovation BCA aims to drive accelerated growth. Backed up by industry leading technology we have a nationwide team of logistics and inspection professionals and offer a full range of integrated services to support our customers through the entire fleet management process.
With a head office based centrally in Birmingham, BCA Logistics is a provider of vehicle inspection, collection & delivery services within the automotive supply chain on a nationwide basis. Typically operating at end of vehicle contract BCAL Logistics inspects & collects in excess of 600, 000 vehicles per annum making it the largest provider of these services within the sector with further growth planned.
Main purpose of job:
The primary focus of the role will be to direct, lead, inspire develop and manage the Contact Centre Team Leaders and Customer Service Advisor staff to ensure that key operational targets and service levels are achieved and maintained.
You will be expected to demonstrate passion, enthusiasm and energy to drive the performance of the Contact Centre to promote a culture of consistently delivering customer and commercial excellence and organisational efficiency. Driving a desire to achieve and develop in one’s self and all staff.
Main Responsibilities:
Effective management of a contact centre team of c60 FTE’s
Ability to manage a team, prioritise your own and other workloads and to undertake independent decisions with regard to own and others' workloads without reference to line management
Ability to identify gaps in team performance, productivity and quality within the team and to demonstrate the ability to close those gaps through coaching, training or performance management
Building and developing Customer, Supplier and internal stakeholder relationship management skills with proven communication experience and the ability to provide/obtain information, seek clarified detail, explain and implement policy and procedure
Acting as the main point of customer contact and internal management
Monitoring targets, service volume and SLA’s for all operational staff
Develop and coach reporting Team Leaders to up skill and improve performance and their contribution to the business and their teams
Conducting team briefings, operational meetings and feedback sessions
Pro-actively identify and resolve issues affecting service delivery
Manage customer journey and complaints, ensuring first time resolution
Coach advisors through challenging calls, using past experience and knowledge
Operational experience of managing a contact centre of +50 FTE’s
Understanding of the automotive & logistics industry and FCA regulated businesses