Contact Centre Manager

Call Centre Birmingham, United Kingdom


Position at Connect Distribution Services Limited

Here at Connect Distribution, our aim is to be the first choice for home appliance after sales service, spare parts and accessories.

With over fifty years’ experience behind us we are the largest independent home appliance and spare parts distribution organisation within the UK working with a number of household brands including Dyson, Whirlpool, Hotpoint, Hoover and Bosch to name a few!

We have an exciting opportunity for a Contact Centre Manager to join our fast paced Contact Centre. As a Contact Centre Manager, the role will involve:

  • Achieving all KPI's, SLA's and Quality targets
  • Creating a high performing team environment
  • Effectively managing and communicating business change into the contact centre
  • Producing individual and team performance reports and monitor and analyse report trends
  • Conducting regular one to one meetings and identify areas of development
  • Performance management of under-performing team members
  • Ensuring high levels of morale across the contact centre through rewards and recognition

As a Contact Centre Manager you will need:

  • A passion about people development and coaching
  • Proven people management skills, capable of building and leading high performing teams
  • Proven track record in driving results
  • Ability to work well under pressure
  • Strong communication skills, both written and verbal
  • Decision making and problem solving skills
  • Excellent planning and organisational skills
  • Experience within a busy contact centre environment

We’d be really excited if you have:

  • Experience of managing various communication channels such as call, email and live chat
  • Worked within FMCG industry
  • Knowledge and experience of Contact Centre techniques and technology

What we offer:

  • 33 days annual leave (including bank holidays)
  • Free onsite parking
  • Pension scheme
  • Access to over 250 discounts including high street and online shopping, travel, technology, entertainment, food and drink and many more via Perkbox
  • Potential to win access to Football tickets for Birmingham City home games
  • Staff discounts on all products

Job Type:

Full Time

Contact Centre opening hours:

Monday – Friday 08:00 – 18:00

Saturday 09:00 – 16:00

Sunday 11:00 – 15:00