Are you looking to take on an exciting and engaging new role as a Contact Centre Manager? Want to enhance your existing skill-set with a growing, multinational business? If so, we’d love to hear from you!

Who am I working for?

We are Market Force, a leading provider of customer experience management solutions. These include mystery shopping, customer satisfaction surveys and social media analysis, to name a few. Now, we’re looking for a Contact Cetnre Manager to join our forward-thinking team.

What does the role look like?

Reporting directly to the VP, Global Contact Centre Operations the Contact Centre Manager will have primary responsibility for the operation of our UK Contact Centre.

A passionate, results driven and collaborative leader, the Contact Centre Manager will ensure consistent and efficient delivery of our Contact Centre services with keen focus on maximizing client value and providing excellence in customer experience.

The Contact Centre Manager will promote a high performance culture of teamwork, quality and accountability as leader to a team of Supervisors, and customer service representatives. The UK Contact Centre supports clients in a multimedia environment including Phone, E-Mail, Web Comment, Chat and Social Media support channels, so experience within a multi-channel environment is essential.

The Contact Centre Manger will be an active participant in client presentations, internal strategy meetings and will work closely with the Vice President, Global Contact Centre Operations and various Sales and Account Management parties to provide contact centre expertise and insight. Ability to work both individually in owning Contact Centre performance and as a member of a broader team supporting the Market Force Information Contact Centre solution is necessary – strong collaboration, organization and delivery skill are required.

This role, based in our UK location with periodic travel as business dictates to client organizations and other offices. The position offers a competitive salary and incentive bonus based on the achievement of business performance and individual goals.

Primary Responsibilities:

  • Oversee and effectively manage all operational aspects of the Market Force Information UK Contact Centre and the technology, which supports it, ensuring attainment of all contractual client requirements.
  • Recruit, develop, coach, inspire, and lead the Contact Centre team, creating a culture of accountability and collaboration.
  • Achieve excellence in all objectives and through all personnel to ensure stability, capability, motivation and succession to support current business activities and future growth.
  • Ensure the consistent application of best practices, processes, standards and procedures.
  • Continuously review, create, refine, and enhance standards, processes, and procedures to streamline and scale Contact Centre operations, align cost structures with revenues, improve workflow, drive efficiencies and maximize profitability.
  • Develop and monitor performance based metrics to drive continuous improvements in Contact Centre key performance indicators. Initiate and ensure the success of corrective actions as required to address identified performance gaps.
  • Work closely with the Vice President, Canadian Operations and Sales and Account Management teams to support new business opportunities.
  • Promote an environment of learning, professional growth and career opportunity.
  • Provide the Vice President, Canadian Operations with regular, timely and proactive communication on all operational, client and customer issues.

What are the benefits?

  • Starting salary of £40,000 dependent upon experience
  • 28 days holiday (including Bank Holidays) increasing with service
  • Pension
  • Childcare vouchers
  • Superb training facilities
  • Fantastic countryside offices
  • Free on-site parking

If you like what you see and what to join the Market Force family then click apply today!

Your next big career move is just around the corner!