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Call Centre Performance Manager

Contract Type
Fixed Term
£42,000 - £45,000 + benefits
Expiry Date
Call Centre Performance Manager Macmillan Support Line Fixed Term (Until 31 December 2019)

Job Description

Are you interested in a pivotal role responsible for the operating needs of the Macmillan Support Line? Previous experience in team management in a contact centre environment? Would you like to lead and manage Macmillan Support Line's Performance Planning and Improvement Team? If so, we have the role for you.

What’s the role?
You will lead the Performance, Planning and Improvement team and have full responsibility for the operating needs of the Macmillan Support Line, ensuring that management teams and staff have the relevant reports, processes and systems to support efficient and effective operational service delivery.

Your team has a number of areas of operational focus from forecasting, planning and scheduling to make sure that staff are in the right place at the right time to ensuring systems and internal PPI process are up to date and efficient. You will work with key stakeholders such as central data teams and marketing teams to schedule, forecast, report on and communicate to the Support Line teams any marketing or service impacting activities which will affect the support line.

This role includes providing operational and managerial leadership for improvement capabilities including ensuring the service has the right technology in place and it is likely we will be reviewing out contact centre technology which includes a Customer Relationship Management system (Microsoft 365), Workforce Management tool (Teleopti) and a Telephony system this year.

Who are we looking for?
An expert contact centre performance manager with line management experience, you should be comfortable with scheduling and forecasting for multiple teams and have an excellent understanding of contact centre technologies and how to deploy them and the information they generate to their best advantage.

As a seasoned performance manager, you should be used to dealing with contact centre data and information and be able to create structure in regards to how this data is reported on and used within the service to improve performance and quality.

You should be used to dealing with stakeholders at various levels, from staff to senior management. You should be able to think strategically and understand the link between contact centre operations and providing excellent customer experience.

Good project management skills are needed as well as versatility and exceptional communication skills to take on the challenge of working on diverse projects with multiple stakeholders spanning the organisation.

What can we offer you?
We commit to actively develop you and we offer excellent benefits including a 34.5 hour week (with an early finish on Friday), private medical insurance, life assurance, pension, generous annual leave, and interest free loans for season ticket and gym membership.

Location and Travel:
You will be based in our Shipley Office in West Yorkshire. The role will involve travel to our other Support Line sites in Glasgow and London approximately once a month. Our Shipley Office has a waterfront location, close to the UNESCO World Heritage Site – Saltaire Village & Salts Mill - and is just 10 minutes by train from Leeds City Centre.

Assessment Process:
The interviews are likely to be in our Shipley office on the 25th and 26th of April.

Please note the internal job title for this vacancy is Support Line Services Performance Manager.


Please submit your application as soon as possible as we reserve the right to change the closing date of our vacancies.

We aim to encourage a culture where people can be themselves and be valued for their strengths so we seek to attract and employ the best people from the widest talent pool, reflecting the diverse nature of our society.

We will support you throughout the recruitment process with any reasonable adjustments required in accordance with the Equality Act. Please contact the Recruitment Team if you require support.