Reporting to the Contact Centre Manager the Deputy Contact Centre Manager is an essential part of our expanding Pre Travel Services Team.
As Deputy Contact Centre Manager, you will lead and motivate our service based Contact Centre Team Leaders to ensure business and service requirements are delivered in line with the wider Contact Centre strategy.
The Pre Travel Services department has circa 250 FTE including the Leeds head office, Manchester Hangar and homeworking population. Receiving up to 7000 calls a day the Deputy Contact Centre Manager will be instrumental in driving Team Leader focus and enagagement.
Setting and reviewing performance targets in monthly 1-2-1 meetings with our Team Leaders you will ensure they have the skills needed to motivate their teams and address any under performance against KPIs and service level agreements. Liaising daily with key departments you will ensure the Contact Centre works with the business to deliver outstanding service to our customers with an aim of first call resolution.
To be successful in this role, you will have previous experience of leading large teams within a Contact Centre environment. Having a good understanding of Contact Centre metrics, you will have the ability to analyse and interpret them into action. Having a strong track record in delivering performance against KPIs and service targets, you will have the ability to identify skills gaps and instigate appropriate training and development where necessary, along with the ability to adapt your own coaching style when required.
A flexible approach to working hours is required as you will work varying shift patterns including weekends and bank holidays.
In return, we offer an excellent salary and benefits package with fantastic opportunities for progression in a growing business.
This is a great opportunity to be part of an exciting forward thinking business. We operate scheduled leisure flights to holiday destinations in the Mediterranean, the Canary Islands and to European Leisure Cities from our 9 UK bases.
Help us to send our all-important customers on holiday with Jet2.com and Jet2holidays!!