Contact Centre Manager
Service Delivery Manager – Progress Lifeline Contact Centre
Grade 3 Salary Band £29.5k – £34.7k + excellent benefits
Lancashire, North West England
Engage your management career with a social purpose…
In these unusual times, more and more customers are valuing the Progress Lifeline service which has been delivering personal alarm and telecare services for over 28 years. Due to continued business growth, Progress Lifeline are hiring a newly titled Service Delivery Manager for the Contact centre.
Reporting to the Head of Progress Lifeline you will relish taking on responsibility for the performance of team leaders and telephone operators who have all become key workers in recent months.
This isn’t your average contact centre, far from it in fact. 280,000 calls handled during lockdown means that this service is only going one way and that is positively forward. Join us and you will be the operational lead ensuring delivery of a high quality service 24 hours a day, 7 days a week.
You might describe yourself as a manager first and foremost, comfortable managing various team leaders as you are with contact centre operators. You’ll be at ease with the numbers, Key Performance Indicators, activity, Management Information and resource planning are all tools in your box of skills and experience.
You will have supervised in a contact centre, call centre or similar telephone environment and are eager to share your experience with a new team, review current practices and make an impact on performance. Any knowledge about telecare, adult social care or vulnerable customers is a bonus but not essential.
Our team leaders and telephone operators are ready and waiting for your proactive approach, feedback and contribution. Change management experience is beneficial but your self-motivation and behaviours are more important to us.
Progress Lifeline is part of Progress Housing Group. We are all committed to promoting diverse and inclusive communities in the workplace and through everything we do. Therefore, we are only interested in your skills, talent and potential when you apply to us.
Before you apply, click here for the job description and learn more about this new career opportunity or for an informal enquiry call Joanne on 07718651587.
Closing date for online applications is midnight Sunday 12th July 2020.