01372 253350      connect@carlton-recruitment.com

Job Details

Contact Center Manager

Location: Maidstone

Permanent Full Time

Salary: £24,000

This role is responsible for achieving or exceeding contact center revenue and GP targets by recruiting and leading a team of A-fit contact center operatives, ensuring that they are trained to a high standard and coordinating their activities in order to ensure maximum effectiveness, accountability and customer satisfaction.


 Specific accountabilities and duties

  • Negotiating revenue targets for the contact center with the sales manager, setting key performance indicators
  • Establishing and executing a contact center strategy aimed at achieving revenue targets in collaboration with the sales and marketing managers
  •  Establishing and executing a contact center surge strategy
  • Monitoring and responding to KPI’s
  • Recruiting, on-boarding, coaching, motivating and retaining a team of A-fit, A-players capable of providing 24/7 coverage
  • Establishing and achieving team and individual performance targets for speed, sales, data accuracy, conversion rates, customer satisfaction and best practice application
  • Recording, analyzing and responding to the performance levels of operators, identifying training and development opportunities
  • Carrying out random monitoring of in- and outbound contacts to ensure quality, address and reduce errors and increase conversion rates
  • Creating and/or sourcing and coordinating the delivery of regular, targeted training sessions Building a culture of learning that reduces repeat, and unforced errors
  • Ensuring that incoming data, customer records and the records of ongoing communications are accurately recorded within required SLA’s
  • Resolving complex issues that may arise with customers Developing an in-depth industry knowledge
  • Achieving personal sales targets (including out of hours), securing the ability to coach effectively Improving the contact center effectiveness and efficiency through ongoing innovation


Required knowledge and experience

  • Previous experience working as a contact center lead, ideally for a similar organisation
  • Leader with a track record revealing the ability to inspire performance within contact center teams
  • Evidence of a strong commercial outlook and an entrepreneurial approach to contact center leadership. Proven track record of the ability to recruit and develop high performance contact center teams able
  • Achieve or exceed sales targets

Closing date for applications: June 10, 2018

Apply for this job


Contact Info

Head Office: Carlton Recruitment Solutions Ltd Global House, 1 Ashley Avenue, Epsom,
Surrey KT18 5AD

01372 253350


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