This job ad has been posted over 40 days ago...
781
Views
2applicants
Head of Contact Centre
Recruiter
Call Centre Associates
Location
in Cambridgeshire , South East
Salary: 50k - 60k per annum
Reference: CCH2248MC
The Company Our client is a well known market leading retail organisation. The Role: Lead the Contact Services management team in achieving a Customer focused culture whilst delivering an efficient and profitable operation. The Contact Services Manager is accountable for setting and achieving the agreed financial, Customer and HR goals for their business area. The role holder will work through their direct reports to develop an Action Plan that contributes towards achieving the UK Business Plan and Commercial Goals in line with the company vision. The Contact Services Manager will keep up to date with Contact Centre industry trends. The Contact Services Manager will have a high awareness of the commercial calendar / marketing activities and will support these through securing the centres as a media. The role holder is accountable for securing and maximising best practice routines and systems that continually contribute towards a more cost efficient operation whilst never compromising the well being of our Co-workers or Customers. Key Responsibilities:
• Ensuring that the Contact Services Organisation provides a positive pre and post customer service experience, through securing a strong Customer focus awareness and culture across the organisation.
• Effectively lead and inspire your team, in partnership with the HR function, securing the skills necessary to secure a competent Contact Services organisation, through the selection of qualified people. Creating an environment which encourages them to grow and develop realistic and workable succession plans.
• Drive the constant delivery of both quantitive and qualitative customer service goals, by continuously delivering the agreed service levels and measurement, whilst developing and improving on these to meet (future) customer and market expectations relating to contact services.
• Lead through demonstrating a cost conscious approach to the business, ensuring the financial success of your unit, through the controlled allocation of hours and cost in addition to developing maximum automation, whilst keeping the Customer Promise.
• Continually utilise all relevant tools, reports and surveys in order to develop the business, yourself and the team.
• Coach your direct reports to ensure your team is working in an efficient, lean and simple way in order to maximise the efficiency of the unit, through a process orientated workflow supported by staff planning and in line with the HR Idea. Remuneration: Benefits: Pension, private healthcare Salary: 50k - 60k per annum Closing date: Friday 8th Feb 2008 To register your interest in this exciting opportunity please forward your CV detailing existing remuneration package by e-mail to: mark@callcentreassociates.co.uk
• Ensuring that the Contact Services Organisation provides a positive pre and post customer service experience, through securing a strong Customer focus awareness and culture across the organisation.
• Effectively lead and inspire your team, in partnership with the HR function, securing the skills necessary to secure a competent Contact Services organisation, through the selection of qualified people. Creating an environment which encourages them to grow and develop realistic and workable succession plans.
• Drive the constant delivery of both quantitive and qualitative customer service goals, by continuously delivering the agreed service levels and measurement, whilst developing and improving on these to meet (future) customer and market expectations relating to contact services.
• Lead through demonstrating a cost conscious approach to the business, ensuring the financial success of your unit, through the controlled allocation of hours and cost in addition to developing maximum automation, whilst keeping the Customer Promise.
• Continually utilise all relevant tools, reports and surveys in order to develop the business, yourself and the team.
• Coach your direct reports to ensure your team is working in an efficient, lean and simple way in order to maximise the efficiency of the unit, through a process orientated workflow supported by staff planning and in line with the HR Idea. Remuneration: Benefits: Pension, private healthcare Salary: 50k - 60k per annum Closing date: Friday 8th Feb 2008 To register your interest in this exciting opportunity please forward your CV detailing existing remuneration package by e-mail to: mark@callcentreassociates.co.uk
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
Fill in the form below to apply for this job
Published at 07-02-2008
Viewed: 781 times
Viewed: 781 times
