Contact Centre Shift Manager
Contact Centre Shift Manager
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Job Description
Location: Bristol (Hybrid)
In this position youll be based in the Bristol office for a minimum of three days a week with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at
We give you a world of potential
Were seeking a dynamic and energetic individual who can bring enthusiasm and a proactive approach to our team. We work within the financial industry and youll supervise a motivated group of customer service professionals aiming to develop and empower them to deliver world-class service while managing client demands. As the forefront of this expanding team you will support multiple regions and represent our Centre of Excellence.
As part of the Contact Centre management team you will play a crucial role in enhancing our customer service across all communication channels.
The working times for this role are Mon-Fri between the hours of 8am-6pm. This role is hybrid 3 days on site in Bristol.
A role you will love
As the Contact Centre Shift Manager you will report directly to the Head of UK Contact Centre where you will be working collaboratively across teams within the Contact Centre Support functions and relevant Business Units to support the delivery of key projects and Contact Centre initiatives in addition to contributing to theContact Centres operational and service delivery goals.
You will act as a relationship builder & communication channel between the team in Contact Centres and key stakeholders across multiple business lines and regions globally both internally & externally.
This role will be responsible for the management of a group of Contact Centre Team Leaders which will include embedding the purple culture within their team driving employee engagement through the delivery of team meetings and 1-2-1s along with championing learning and development opportunities.
Key responsibilities
- Implementation of the agreed company sector vision providing proactive support of front office/client teams and support associated business-driven initiatives
- Responsible for analysing data to identify and develop opportunities for continuous improvement and follow through to fulfillment throughout the Contact Centres.
- Effective management of the running of the Contact Centre Team Leaders & their team in accordance with Computershare policies including performance against KPIs.
What will you bring to the role
- Previous Contact Centre team management experience including 1-2-1 delivery team & client meetings
- Knowledge management & delivery of SLAs & KPIswith a mindset driven towards continuous improvement & problem solving
- Keen eye for detail & an approachability that will enable your team to grow within themselves their role & achieve/exceed Contact Centre goals
- A flexible adaptable people focused enthusiasm
- Previous financial services or regulated industry background is a desirable but not essential
Rewards designed for you
Flexible workto help you find the best balance between work and lifestyle.
Health and wellbeingrewards that can be tailored to support you and your family.
Invest in our businessby setting aside salary to purchase shares in our company and youll receive a company contribution as well.
Extra rewardsranging fromrecognition awards and team get togethers to helping you invest in your future.
And more.Ours is a welcoming and close-knit community with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computersharevisit Experience:
Manager
Employment Type
Full-Time
Key Skills
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