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Contact Centre Team Manager

Contact & Call Centre
Milton Keynes
Contract Type:
Closing Date:

For more information about this job please contact:

Louise Oakley


- Do you want to work for a company surrounded by amazing views? 
- Would you like to be appreciated and have the change to progress within a company? 
- Do you want receive free parking, cycle to work scheme, Childcare vouchers and other incentive schemes? 

With the company's focus being on providing excellent Customer Service to their clients, they also wants to ensure that all of their staff members are equally cared for. As such our client is looking to recruit an experienced Contact Centre Team Manager to join their growing team. 

Reporting to the Contact Centre Manager you will be responsible for the following:

•    Manage the departmental operations for the call centre
•    Interact with customers requiring issue resolution
•    Oversee the efficiency / quality of monitoring call volumes ensuring SLA’s are maintained
•    Plan, direct, supervise and evaluate work flow
•    Conduct call pattern forecasting activities. Establish procedures and scripts used by team members
•    Improve processes, procedures and productivity based on statistics
•    Ensure that reporting is accurate and completed to deadlines
•    Resolve system issues that may affect departmental standards
•    Achieve KPI’s in line with SLA’s including quality standards.


•    Previous Customer Service experience is essential either telephone based or face to face
•    Financial Service experience would be desirable but not essential
•    Previous Team Management experience
•    Experienced in Microsoft office

Working hours: 40 hours per week working 5 days out of 7 between the hours of 8am – 9pm.
You will be required to work 1 weekend in 4.

Apply with your CV immediately or contact Louise Cotter on 01908 921090

Established in 1995, Osborne Appointments is an independently owned recruitment agency specialising in the supply of temporary, contract and permanent placements. OA are committed to placing the right candidate in the right job every time and pride ourselves in outstanding levels of Candidate Satisfaction
Thank you for your interest in this position. It is with regret that we are unable to respond personally to each individual application due to the high volume of CVs we receive on a daily basis. However, your application will be reviewed by one of our qualified consultants within the next 48 hours. If you do not hear from us within this time period, you have unfortunately been unsuccessful on this occasion. 
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This vacancy is being advertised by Osborne Appointments who are acting as an employment agency / business