To be successful as our Call Centre Manager you will above all, care about people and be passionate about delivering excellent customer service.
You will collaborate with others and enjoy helping your team members develop their skills and knowledge to achieve their potential.
You will work with integrity to ensure our clients and customers receive high quality, accurate advice, always following data protection and information security regulations.
You will be curious, always expanding your knowledge about allpay products and business, to become a subject matter expert.
You will have agility to cope with high levels of demand and expectations from both, internal stakeholders and external customers and clients.
As our ideal Call Centre Manager, you will need to demonstrate to us that you have:
- Proven experience of leading, coaching and mentoring Team Managers within a contact centre, ideally 30 FTE.
- Ability to tell a story with data, by analysing and presenting relevant information.
- Proven experience in technical knowledge of both call routing and call centre technology to help build on the platform of our contact centre such as webchat, chatbot and the interactive flow.
- Proven interpersonal and communication skills, with the ability to influence and deal with stakeholders at all levels.
- Commercial awareness, with the ability to manage budgets.
- Project management skills and ability to organise and manage often conflicting activities and tasks.
- Proficient working knowledge of Microsoft Packages including Word, Excel, and Project.
- Proven experience in call centre technologies, in particular Genesys, and have ability to make proactive changes to streamline the client and customer journey whilst making efficiency changes.
A background in working in Financial Services will be an advantage however we can ensure you have the tools you need to learn about allpay and our products.