Senior Contact Centre Manager

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A new and exciting role as a Senior Contact Centre Manager has just arisen, working for a leading, global and innovative software company based in Hemel Hempstead. You will be accountable for the customer services support of UK customers (business and consumer/ B2B and B2C) through a multi-channel contact centre.

The Senior Contact Centre Manager will be responsible for man-managing a team of around 30-40 support colleagues on a day to day basis (including Team Leaders); supporting well-known clients across the UK when any potential issues with the products arise. You should be highly experienced working within a multi-channel environment (phone, live-chat, text and email support), whilst driving exceptional performance across the team.

This team are currently going through a period of change and transformation, including the outsourcing of teams and the introduction of newer and better technology and systems, therefore experience of working in a contact-centre that has gone through such transformation is key, whilst working with offshore teams.

Key Skills for the Senior Contact Centre Manager:

* Extensive experience managing a support team within a multi-channel environment (phone, live-chat, text and email support)

* Experience working with offshore or outsourced centres/teams is essential

* Have experience of introducing new technologies and systems into a support team

* Experience of driving change and transformation within this type of environment

* Excellent communication and interpersonal skills

This is a fantastic opportunity for an experienced and ambitious Senior Contact Centre Manager to join a hugely successful organisation working, with multiple clients whilst leading a highly skilled team of support colleagues. It's an excellent opportunity to really make your mark!

Senior Contact Centre Manager - Customer Support Manager, transformation, offshore, outsourced, multi-channel

Salary: £50,000 - £60,000 (depending on experience) + benefits

Location: Hemel Hempstead (Hertfordshire)

Please apply now for immediate consideration and further information!

Understanding Recruitment is acting as an agency on behalf of this vacancy.