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Contact Centre Team Leader

EMaC work in close partnership with vehicle manufacturers and dealerships to strengthen their aftersales relationships with their customers, creating positive experiences that lead to increased loyalty and greater revenues. We call this ‘Ownercare’. The core of the business is service plans with an expanding product portfolio and a live book of 1.8 million customers, we are the acknowledged UK leader. We use reliable, highly evolved platforms to integrate our systems with our clients’.  We offer customer service that is second-to-none and we take responsibility so that our clients can focus on their strengths, knowing that their customers are in great hands. In 2020 we estimate that we created over a quarter of a billion pounds worth of potential revenue to our dealer partners.

EMaC is a great place to build a career. We’re fresh in our thinking and we look to do things differently, so there are plenty of exciting opportunities with us. We’re always looking for talented, enthusiastic individuals who are as keen as us to innovate, excite and make a real difference. Our view is that if we can help your career to grow, you’ll be helping us grow as a business – everyone wins.

EMaC is a great place to work and learn. The pace is fast. We have a strong team spirit and there’s a real buzz about the environment. To help you settle in and feel at home, we’ll provide you with a full business induction plus training and job benefits.  Our support is available at every step of the way!

Job purpose

This position will require the successful candidate to assist with leading the Ignite Contact Centre Team. It consists of a variety of activities on a day to day basis as required by the business and is also responsible for the overarching strategy and growth of the Ignite business model.

This position strives to enhance business opportunity through sales driven techniques via internal processes and professional customer services. The successful candidate will be responsible for the development and enhancement of Ignite systems, processes and staff.

Summary of role

  • Deliver and drive a sales performance culture in line with agreed targets.
  • Support the collation of targets, representing staff feedback and monitor sales performance metrics and goals through company KPI’s.
  • Conduct regular performance reviews with team members, as well as creating and delivering effective coaching plans to improve individual and team performance.
  • Take responsibility for the day to day operational activity within the business, meeting company SLA’s in terms of calls, data and campaign volume.
  • Ensure operational efficiency and productivity is maximised.
  • Compile daily, weekly, monthly and quarterly results for the contact Centre Manager.
  • Support the communication of decisions/strategies to the team and ensure messages are communicated effectively. Hold regular team meetings and address any issues that arise from them, escalating where appropriate.
  • Ensure conduct, attendance and performance management policies are adhered to.
  • Take responsibility for updating the Ignite processes to support changes.
  •  Analyse agent performance to identify knowledge gaps and skill sets.
  • Review campaign and service performance to determine customer needs and peak calling times to assist the company in developing sales strategies, using the technology provided.
  •  Support the preparation of sales strategy and statistics for Ignite in line with the Contact Centre Manager requirements.
  • Asist with onboarding of new clients by producing relevant scripts and training materials to ensure a smooth transfer from Commercial to Operations.
  • Manage staffing level to maximise productivity and cost effectiveness.
  •  Provide regular insight into campaign performance, highlighting risks and celebrating successes.
  • Identify new opportunities for efficiencies using experience on prior campaign or program outcomes.
  • Ensure compliance with all client sales and promotional guidelines.
  • Work with the management to forecast departmental needs and expectations.
  • Deal with escalations from agents and customers.

What you’ll need

  • Contact centre/ sales supervisory/management experience.
  • High level of customer service experience.
  • Ability to deal with departmental sales objections.
  • Self-motivated, flexible and reliable.
  • Support growth of department and to be adaptable to fast pace and change.
  • The ability to work well and remain calm with a professional approach under pressure, producing a high standard of work.
  • Confident in approach.
  • Ability to self-motivate.
  • General PC skills.
  • Fast learner, to fit in with the busy office environment.
  • Attentive to detail.
  • Candidates must have an extensive understanding of outbound sales operations, metrics and general procedures.

What you’ll get in return:

  • 33 days holiday (including bank holidays).
  • Employee benefits scheme, including holiday purchase scheme, health cash plan, travel insurance and life insurance.
  • Employee of the Quarter awards.
  • Long Service recognition at 1, 3, 5, 10 and 20 years.

Job Type:

  • Permanent.
  • 08.00am – 5.00pm (40 hrs per week – 1 hr lunch).
  • Location: EMaC Head Office, Crewe.
  • Salary dependent on experience.


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