Contact Centre Team Manager

Job Title – Contact centre Team Manager

Location – Glasgow City Centre

Hours of work – 40 hrs per week, including evenings and weekends (1:3)

Salary – £34,000 DoE

Optical Express is the UK’s only complete eye care provider, and Europe’s leading private provider of laser eye surgery and premium intraocular lens and cataract surgery. Each week Optical Express Surgeons undertake more laser eye surgery and private intraocular lens procedures collectively than any other providers.

For over 34 years, millions of patients have trusted Optical Express with their eye care. Operating clinics across the UK, Ireland, and mainland Europe, Optical Express, supported by an esteemed International Medical Advisory Board, is a thought leader in the global optometry and refractive surgery industry.

Optical Express gives patients their very best results through investing in state of the art technology, employing experienced, highly skilled surgeons and optometrists, continuously analysing clinical outcomes and working with pioneers and innovators from within the industry, to include Johnson & Johnson Vision and Zeiss.

Following recent acquisitions and increase in workload, we now have an exciting opportunity for an experienced Contact Centre Manager to join our successful team.

The Team manager role will report directly to our Head of Contact Centre, and be responsible for leading their team of contact centre agents to ensure service levels are achieved at all times.

Job Responsibilities;

• Managing the team ensuring a consistent approach to all calls both inbound and outbound
• Report performance and escalate problems
• Establish and maintain effective work procedures
• Review, assess and identify coaching & training needs to provide staff with necessary skills and knowledge, and supporting them at all times.
• Evaluate performance throughout the day, identifying areas for improvement and deliver plan to achieve set KPIs
• Undertake other duties as necessary to support the smooth running of the service
• Handling calls and enquiries as required.
• Taking part in recruitment process for new staff.

Experience;

• Previous CCM or Team leader experience
• Ability to manage multiple teams with differing brands
• Excellent communication skills
• Experience of dealing with behaviours and performance in line with our HR framework

Our Contact Centre is operation Monday to Friday, 8am to 8pm, Saturday 9am – 8pm and Sunday 9am to 7pm.

Flexibility towards working hours is essential, as you will need to work 1 weekend in 3 and some evening work.

What’s in it for you?

• A competitive salary
• State of the art, modern working environment
• 29 days’ annual leave per year
• Pension scheme
• Free Laser Eye Surgery and Intraocular Lens Surgery
• Free eye tests
• Discounted prescription eyewear and sunglasses
• Generous Optical Express friends and family discount scheme
• Ongoing training and development opportunities

Please apply now by uploading your CV.

This is a fantastic opportunity to join a global organisation where you will have the opportunity to grow and develop within a professional working environment.