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Contact Centre Site Manager
Recruiter
Call Centre Associates
Location
in Cambridgeshire , South East
Salary: 45k per annum
Reference: CCH2262MC
The Company Our client is a well known market leading retail organisation. The Role: Lead the Contact Centre Management Team to ensure goals and standards are achieved. To support our stores in making shopping easy and convenient for our customers. To lead, motivate and inspire your team to provide customers with an excellent standard of service every time they contact. Take overall responsibility for managing the site and ensuring it is fully maintained. Ensure appropriate maintenance and support contracts are in place to enable facilities and technology to be accessible at all times. Ensure your team is working in an efficient, lean and simple way in order to maximise the efficiency of the department. Effectively manage and inspire your team, with particular reference to their selection, training and development in order to ensure you have a competent and well informed team who can meet our customer needs and expectations and have in place a workable and realistic succession plan. Coach your direct reports in order for them to manage their teams. Provide strong leadership to your team by your own example. Key Responsibilities:
• Contribute to setting the strategic direction and priorities of the contact centre, in the short to medium term, as part of the steering group.
• Contribute to the development of the Contact Centre annual business plan- Lead the CC management team in presenting, implementing and tracking success of the plan over the year, ensuring focus is maintained and obstacles to achievement overcome.
• Responsible for acting on information contained in the 'Customer Satisfaction Index' and all other customer feedback received.
• Ensure processes are in place to identify and address root cause issues affecting the service provided. Liaise with store Customer Service Managers to ensure the resolution of root cause issues arising in the stores and escalate where necessary.
• Responsible for setting CC KPI's to ensure Manager, Supervisor and Co-worker performance is effectively measured and targets are consistently achieved.
• Take ownership for achieving the contact centre financial targets and work to reduce overall operating costs without compromising on levels of service to the customer.
• Recognise and build key relationships with individual stores and other units. Ensure there is constant communication with all stores to enable the contact centre to understand current priorities and provide full support in achieving them. Influence store and business management to implement actions to address customer dissatisfaction.
• Maintain an excellent knowledge of current contact centre industry best practice and technology and provide a compelling business case highlighting the benefits of further investment.
• Regularly review CC KPI's and business priorities to ensure they continue to meet the changing needs of the business and customer. Proactively take action to change the priorities to accurately reflect current business needs where necessary. Remuneration: Benefits: Pension, private healthcare Salary: 45k 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
• Contribute to setting the strategic direction and priorities of the contact centre, in the short to medium term, as part of the steering group.
• Contribute to the development of the Contact Centre annual business plan- Lead the CC management team in presenting, implementing and tracking success of the plan over the year, ensuring focus is maintained and obstacles to achievement overcome.
• Responsible for acting on information contained in the 'Customer Satisfaction Index' and all other customer feedback received.
• Ensure processes are in place to identify and address root cause issues affecting the service provided. Liaise with store Customer Service Managers to ensure the resolution of root cause issues arising in the stores and escalate where necessary.
• Responsible for setting CC KPI's to ensure Manager, Supervisor and Co-worker performance is effectively measured and targets are consistently achieved.
• Take ownership for achieving the contact centre financial targets and work to reduce overall operating costs without compromising on levels of service to the customer.
• Recognise and build key relationships with individual stores and other units. Ensure there is constant communication with all stores to enable the contact centre to understand current priorities and provide full support in achieving them. Influence store and business management to implement actions to address customer dissatisfaction.
• Maintain an excellent knowledge of current contact centre industry best practice and technology and provide a compelling business case highlighting the benefits of further investment.
• Regularly review CC KPI's and business priorities to ensure they continue to meet the changing needs of the business and customer. Proactively take action to change the priorities to accurately reflect current business needs where necessary. Remuneration: Benefits: Pension, private healthcare Salary: 45k 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
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Published at 07-02-2008
Viewed: 714 times
Viewed: 714 times
