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OmniChannel Contact Centre Lead (AR102)

LOCATION: Manchester
LENGTH: Full Time
SALARY UP TO: £55,000.00 per year
SECTOR: Business Management

FULL DESCRIPTION:

OmniChannel Contact Centre Lead

Up to £55, 000

Manchester

Permanent / Full Time

 

My client is a part of a large not-for-profit ogrniasat8ion based in Manchester, and they are looking to take on a Contact Centre Lead to establish, develop & manage an OmniChannel Contact Centre with the business. The role will involve initially leading a team of 5 Business Enquiry Advisors, building up to potentially 100 call-handlers, to deliver a market leading client centric support network for Greater Manchester’s ambitious, growth-focused SME businesses. The Account Management and Client Engagement team will work with a range of services across the organisation as well as partners in the public & private sectors to help create a world class business support offer.

Key Responsibilities:

  • Lead on the implementation of an OmniChannel Contact Centre and provide direction and oversight of operations, relating to planning, design, measurement, and assessment of contact centre procedures.

  • This role is a key focus for the Growth Company’s plan to set up an internal contact centre which initially handles the contact centre enquiries and will then within a 6 month timeframe take on responsibility for the contact centre of 17 other areas across the organisation.

  • The role requires the successful candidate to take the team from installation and implementation of software, leading on all new processes, standards, KPI's, agreeing processes with other areas of the business - account management, business development, specialist services - to ensure effective integration of the contact centre provision.  

  • Managing a contact centre is a very specific skill and detailed senior level sector & operational knowledge will be critical to this role.  The role holder will have to take the whole of the business on this journey.

  • This role will grow quickly from the management of 5 staff to the management of potentially 100 staff.  

  • Work with a team of Data Analysts, to analyse reports and provide key performance results to the Head of Account Management and Client Engagement.

    To work with marketing and proactively lead on effective following up of events and/or campaigns, to ensure best return on investment.

  • To understand the business and the wider group’s strategic vision and to have the ability to influence and drive the Business Enquiry Advisor team forwards with this in mind.

 

Key Skills / Experience Required:

 

This is a senior team management role & therefore requires a seasoned professional with a proven track record of client relationship management at a senior level.

Essential Skills:

  • Operational experience of running an OmniChannel Contact Centre

  • Ability to motivate and lead your staff to get the best from them

  • Client facing experience

  • Highly organised and have the ability to multi-task

  • Ability to understand complex team structures and projects and to relay this information clearly to staff and clients

  • Good problem-solving skills

  • Excellent attention to detail

  • Recognise and lead staff training and development needs

 

Experience:

  • Substantial prior experience of effectively managing an OmniChannel Contact Centre

  • Wide ranging private and/or public sector experience at a senior management level

  • Ability to develop strong market knowledge of the business support networks across Greater Manchester

  • Track record of forming constructive partnerships with internal & external stakeholders

  • Line management experience combined with evidence of achieving success through staff that do not report directly to you

 

Knowledge:

  • Detailed understanding of the implementation of OmniChannel Contact Centres

  • Good understanding of the implementation of business growth/support tools & techniques

  • Interest in the politics of Greater Manchester

Personal Style:

  • Passionate about the delivery of service excellence

  • Strong leader & influencer of people; a ‘people person’ excellent relationship builder both internally & externally.  Fair & equitable approach to team management

  • Innovative value creator. A champion of change & target delivery.

  • Motivational & positive, whilst also able to proactively manage poor/under performance


For further details, please ring Lydia on 07734 859 459 or email your CV to lydia.howbrook@aspirerecruitment.org.uk . Please note this vacancy is being handled by Aspire Recruitment (agy). Please be aware we receive a high volume of applications for every role advertised and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview.




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