My client is looking for an experienced Senior Manager to lead and motivate a customer’s services team of circa 45FTE.
You will be responsible for delivering an efficient call centre that meets the current and future needs of our customers and ensuring KPI performance is achieved on an ongoing basis. You will champion the customer experience within the centre and throughout the rest of the organisation. You will create a team working culture and will manage teams effectively, producing results in line with company objectives.
Key responsibilities –
· Plan, develop and communicate clear and concise objectives to front line Managers and staff.
· Deliver and maintain Key Performance Indicators, performance management of your team and achieve business targets through strong leadership
· Monitor and analyse team performance trends and utilise the outputs of such analysis to improve the performance of the team and individuals.
· Analyse and report on trends affecting the business, including identifying improvement initiatives, industry best practice and development opportunities.
· Review, recommend and implement changes beneficial to performance, quality and service levels.
· Build sound working relationships across the business.
· Provide input into customer service propositions for products (includes web servicing solutions)
· Ensure that training/coaching is suited to purpose and focussed towards achieving corporate objectives and enhancing employee engagement.
Knowledge & Experience
· You must have worked at a similar level within a Contact Centre
· You must have managed customer service teams, ideally within a retail environment.
· You must be Customer-focused-demonstrating the ability to empathise with the customer.
· Excellent communication skills-a confident telephone manner and excellent written skills, combined with the ability to communicate with a range of different people and levels of seniority.
· Ability to solve high level challenging operational problems
· Experience developing and maintaining strong working relationships across multiple business teams
· You will develop your team of direct reports into a team of driven, self-motivated leaders ensuring collaboration between the different groups within Customer Service division.
· Ability to solve high level challenging operational problems
· Understanding of process optimisation
· Strong analytical and planning skills
· Strong orientation to customer advocacy
Salary & Details
Up to £45,000 pro rata depending on experience
Process & Timeframes
If you would like to apply for this fantastic opportunity please forward your CV to sukh@callcentreassociates.co.uk
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Matharu