Customer Contact Centre Manager
Job Title: Customer Contact Centre Manager
Reporting to: Customer Contact Lead
The Role
We are seeking a driven, dynamic contact centre manager to lead, develop, motivate and support a team of Collections Agents ensuring delivery on business objectives and targets in our Dublin office. This is an exciting opportunity for an experienced innovator and strong leader to further develop their people management skills in a challenging and fast paced mortgage collections environment.
Essential Duties
The succesful candidate will have responsibility for
- Full management of all staff performance activities including performance reviews, disciplinary actions, call monitoring and feedback for each mortgage collections agent.
- Manage the call listening & case review process on behalf of the customer contact teams in connection with the Business Effectiveness team and feedback issues/areas of concern to management/training function to ensure follow through and a streamlined approach and process consistency across all teams.
- Ensure a high standard of performance, compliance and customer service is achieved across the customer contact collections phone teams.
- Develop, execute and assess success of call management strategy in collaboration with the telephony resource manager.
- Work closely with team leads, telephony resource manager and with the customer contact lead to ensure synergy throughout the customer contact teams.
- Develop MIS reporting on contact strategy to assess effectiveness of specific call strategies and collections agents.
- Motivate customer contact teams to meet and where possible exceed targets in order to minimise / reduce mortgage arrears.
- Liaise with key stakeholders cross functionally to oversee the implementation and delivery of key strategic advancements and improvements in the customer contact team operations.
- Ensure call capacity is in place at all times to meet call demand and performance targets and objectives, i.e. cure targets, answer rate targets, service level targets, average wait time targets, call sharing targets, resource utilisation targets and budgetary adherence.
- Collections agent productivity monitoring to provide management with customer contact centre performance analysis and detail any actions or plans in place to improve the overall performance of the call centres
- Ensure the optimum utilisation of the customer contact workforce with effective and strategic manpower planning.
- Agreeing and setting realistic targets and key performance indicators for the customer contact teams.
- Participation in the recruitment and selection process as required in conjunction with HR including interviews and assessments of candidates.
- Preparing reports on key activity areas and presenting at Homeloans Collections management meetings.
- Management of process administration associated with overtime allocation, authorisation and time sheet sign off.
- Act as complaint escalation point for Customer contact phone teams and bring all client complaints to satisfactory resolution in accordance with CCMA and compliance requirements.
- Customer contact team absence management i.e. holiday requests, sickness leave returns etc.
Essential Skills and Experience
- 5 years senior contact centre management experience, preferably encompassing both customer service and arrears collections functions within the financial services industry.
- Experience in analysing customer contact trends and patterns in a call centre environment.
- Extensive knowledge and understanding of contact centre technology i.e. an automated predictive dialler, call routing/segmentation and call flow structures
- Demonstrable track record of the effective execution and implementation of strategy in a multi-disciplinary, high volume environment
- Proven ability of delivering results through others (internally and externally) within tight timelines and to a consistently high standard.
- Demonstrable strategic outlook, commercial awareness, financial acumen, ability to present innovative solutions.
Essential Education
- Relevant Business Degree with a minimum result of a 2.1.
- QFA Qualified
