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Customer Service Delivery Manager
Recruiter
Cactus Search
Location
in Coventry , Midlands
Salary: Up to £40k +Bonus +Bens
Reference: 1168
Company Profile: This company is a growing brand within the industry and boasts an uncompromised reputation for Customer Service and delivery of results. This highly visible and business critical role is an excellent opportunity to join this fantastic company. Key Responsibilities
• Manage the account through face to face liaison with the Customer
• To oversee the performance of the department, and ensure that all SLA's and KPI's are met.
• Manage project headcount levels and budget
• Promote organic business growth
• Identify business opportunities
• Reduce costs to the client to return value add
• Implement incentives to boost employee morale
• To demonstrate value add and cost savings to the client Size of Team / Contact Centre: Reporting directly into the Senior Operations and Account Manager, this role oversees approximately 110 FTE with 2 Direct reports Key Skills / Experience Required:
• Experience of liaising with clients and successful account management
• Good facilitation, negotiation and presentation skills
• Ability to provide constructive feedback to Team Leaders
• Ability to handle escalated calls to achieve a positive outcome
• Ability to understand, interpret and action improvements based on call centre operational statistics
• Track record of achievements and exceeding targets/ KPI's Benefits Include Fantastic Car Lease scheme, Private Healthcare for Family, Travel Insurance, Up to 10% Bonus, 6%Contributry pension. For more information, please contact Cactus Search today Package: Up to £40k +Bonus +Bens
• Manage the account through face to face liaison with the Customer
• To oversee the performance of the department, and ensure that all SLA's and KPI's are met.
• Manage project headcount levels and budget
• Promote organic business growth
• Identify business opportunities
• Reduce costs to the client to return value add
• Implement incentives to boost employee morale
• To demonstrate value add and cost savings to the client Size of Team / Contact Centre: Reporting directly into the Senior Operations and Account Manager, this role oversees approximately 110 FTE with 2 Direct reports Key Skills / Experience Required:
• Experience of liaising with clients and successful account management
• Good facilitation, negotiation and presentation skills
• Ability to provide constructive feedback to Team Leaders
• Ability to handle escalated calls to achieve a positive outcome
• Ability to understand, interpret and action improvements based on call centre operational statistics
• Track record of achievements and exceeding targets/ KPI's Benefits Include Fantastic Car Lease scheme, Private Healthcare for Family, Travel Insurance, Up to 10% Bonus, 6%Contributry pension. For more information, please contact Cactus Search today Package: Up to £40k +Bonus +Bens
Recruiter:Cactus Search
Website: http://www.cactussearch.co.uk
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Published at 06-03-2008
Viewed: 564 times
Viewed: 564 times
