Contact Center Planning and Performance Manager job at Onward Homes

Onward Homes is one of the largest registered providers of social housing in the Northwest, with 35,000 properties throughout the region.

We believe everyone deserves a place of their own, which is why we are committed to building 500 new homes every year. We do more than just provide a roof over our customers’ heads, we’re here to make a real difference.

In addition to creating positive spaces for our clients, we continually strive to create a positive and progressive workspace for our colleagues to realize their full potential.

We are looking for a Performance and Planning Manager (1 post) to join our contact center team in Accrington.

Reporting to the Head of Customer Service Delivery, the role will be responsible for providing exceptional customer contact service that thrills internal and external customers and achieving agreed performance standards through proactive, supportive and motivating leadership. Prospective, real-time capacity and demand analysis in a multi-channel environment will be necessary to ensure that resources are optimized to deliver service and performance standards.

Through proactive, visible and confident leadership, you will inspire, motivate and develop team leaders and their teams to create a cutting-edge customer service operation. By leading by example, you will ensure that all of your colleagues receive regular, high quality and personalized coaching and training sessions and that plans for the coming year are in place.

You’ll create a cohesive, high-performing environment that delivers positive customer-focused results the first time, every time. Use all available systems, data and intelligence to ensure KPI performance is optimized across all channels.

The successful candidate will have experience leading high performance teams to deliver exceptional levels of performance in a dynamic and stimulating environment, as well as experience delivering high levels of quality service and customer satisfaction in a multi-channel contact center. It is desirable to have a good understanding of the social housing sector and associated regulations.

This role will be based in an office (Accrington) and will work primarily from that office, although some travel to other offices / sites may be required. Some flexibility may be offered to allow ad hoc homework from time to time.

In addition to a competitive salary and generous vacation entitlement, we offer a range of benefits for a rewarding career, including a health plan, pension plan and personal development.

If applicants have concerns / questions regarding Covid-19 and the role at any stage of the recruitment and selection process, they can contact the HR team at [email protected] and a member of the HR team will contact you.