The Royal Albert Hall is recruiting for an enthusiastic and experienced Contact Centre Manager (Rota and Resources) to join our Box Office team.
The Contact Centre Manager (Rota and Resources) is vital in optimising our customer service operations. Success means efficiently managing staff schedules and resources to ensure optimal coverage and maintain high service levels. This role will balance employee needs with business demands, maximising productivity. Ultimately, enhancing customer experiences by aligning our workforce with demand.
Desirable attributes for the successful candidate will be experience with Automatic Call Distribution software, resource planning tools and other Contact Centre technologies, strong communication skills – both written and oral and good listening skills, with the ability to demonstrate empathy. Experience of Tessitura or understanding of other ticketing software packages would also be advantageous. Experience in an omni-channel Contact Centre Environment, along with the ability to work well within a team but also work on their own initiative, would also be desirable.
The role is responsible for line managing full time, part time and casual staff, so previous line management responsibility is advantageous, as are leadership qualities such as high emotional intelligence and a genuine interest in the Wellbeing and engagement of their team. The role sits within a wider management team and therefore requires a collaborative approach to achieving collective goals.
This is an exciting opportunity for individuals wishing to further their career in the Ticketing and Contact Centre sector at a world-class venue.
Please see the recruitment pack for more detailed information about this role and how to apply.
The closing date for all applications is Wednesday, 14th May 2025 at 12 noon.
Applicants must be available for a first interview on the week commencing 26th May 2025.
The Royal Albert Hall is committed to creating a diverse and inclusive environment in which everyone can thrive. We encourage candidates from all cultures and backgrounds to apply.