Are you an experienced Contact Centre Operations Manager looking for a great opportunity to join a global tech organisation, to help build out and manage a brand new team of 8?
Do you want to be part of an organisation that cares and invests in people to support your own goals?
This organisation in Pontyclun boasts:
- 0% attrition over the past few years
- An impressive NPS score of 84% for staff engagement
People love to be here, and we’re looking for a dynamic and experienced Payroll Manager to lead the new payroll team and maintain their exceptional culture!
Role: Contact Centre Manager
Contract type: Permanent
Location: Pontyclun office - hybrid working (2 days from home) - first 6 to 8 weeks office based for comprehensive product training
Salary: Up to £40,000 + incredible benefits
Hours: Monday to Friday, 37.5 hours per week
Start date: Mid-July, some flex
As the Contact Centre Manager, you will be responsible for:
- Ensuring all SLAs are met including: setting up procedures, parallel runs, onboarding admin and client training. Managing this dynamically between resource and teams when necessary.
- Managing a team of Customer Success Specialists, Onboarding and Fulfilment Advisors, ensuring accurate set up and parallel run administration on behalf of new clients.
- Management of any coaching support and delivery of performance using the agreed performance framework of Quality and Productivity against the teams KPI’s.
- Conduct monthly 1-1’s with the team individually to ensure welfare and training needs are being met.
- Responsible for all team training ensuring training materials are kept up to date. Including product improvements and policy changes.
- Ensure any technical or product issues are escalated to the relevant teams and monitored until resolved.
What we are looking for from you:
- Minimum 2 years’ experience as Payroll Manager or similar role.
- Ideally, have a professional payroll qualification (CIPP or similar) - ideal, not compulsory
- Excellent Team management skills and experience
- Ability to analyse data and translate that into measurable actions
- Acts on own intuition. Brings new ideas to the organisation
- Ability to manage multiple tasks and priorities simultaneously
- Communicates clearly and confidently, both verbally and in writing
Jomo People embrace diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.
We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.
If this Customer Service Manager sounds like a bit of you, please APPLY NOW! We are looking to hold interviews WC 3rd June 2024.
Have questions?
Please get in touch with Leah Grigoris on 07876 181743.