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Service Delivery Manager
Recruiter
Call Centre Associates
Location
in Somerset , South West
Salary: £36,000 + Benefits
Reference: CCH2324IP
THE COMPANY This is a fantastic opportunity to join a well established yet still progressive organisation with a strong foothold in their industry. They require an experienced Operations Manager with a passion for delivering excellent customer service. The successful candidate will be responsible for managing a large people focussed operation driving high levels of employee engagement and customer service. Your experience as a people manager will include performance management, developing and coaching staff, motivating and leading your team. Ideally experienced in managing a large operation and used to achieving stretching targets. THE ROLE Specific requirements of the role include-
• Manage the inbound Customer Service team of 250+ seats, within a 350+ seat contact centre, with a full management structure for a defined period of time
• Plan, develop and communicate clear and concise objectives to front line managers
• Deliver and maintain Key Performance Indicators and targets through strong leadership
• Monitor and analyse team performance trends and utilise the outputs of such analysis to improve the performance of team and individuals, including appropriate training and development requirements
• Review and manage the service level agreements to our customers to ensure that customer complaints are minimised
• Report on trends effecting the business, including identifying improvement initiatives
• Review, recommend and implement changes beneficial to performance, quality and service levels
• Drive new initiatives to improve staff retention and reduce absenteeism
• Meet and exceed targets for Employee Engagement PERSON SPECIFICATION
• Ability to own and manage multiple tasks simultaneously
• Strong analytical skills
• Judgment - being able to balance the results of the business and colleague satisfaction
• High level communication skills - ability to influence people at a senior level
• Ability to work to deadlines and under pressure
• In depth understanding of contact centre dynamics
• Knowledge of work force management tools with understanding of shift planning and scheduling principles
• Have a work in-depth understanding of people practices
• Experienced people manager- performance management, including coaching, motivating and leading a team
• Experience in planning, scheduling within a multi product, diverse operation and dynamic environment
• Experience of focusing on quality in relation to outputs of role PROCESS and TIMEFRAMES To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to- ianp@callcentreassociates.co.uk
• Manage the inbound Customer Service team of 250+ seats, within a 350+ seat contact centre, with a full management structure for a defined period of time
• Plan, develop and communicate clear and concise objectives to front line managers
• Deliver and maintain Key Performance Indicators and targets through strong leadership
• Monitor and analyse team performance trends and utilise the outputs of such analysis to improve the performance of team and individuals, including appropriate training and development requirements
• Review and manage the service level agreements to our customers to ensure that customer complaints are minimised
• Report on trends effecting the business, including identifying improvement initiatives
• Review, recommend and implement changes beneficial to performance, quality and service levels
• Drive new initiatives to improve staff retention and reduce absenteeism
• Meet and exceed targets for Employee Engagement PERSON SPECIFICATION
• Ability to own and manage multiple tasks simultaneously
• Strong analytical skills
• Judgment - being able to balance the results of the business and colleague satisfaction
• High level communication skills - ability to influence people at a senior level
• Ability to work to deadlines and under pressure
• In depth understanding of contact centre dynamics
• Knowledge of work force management tools with understanding of shift planning and scheduling principles
• Have a work in-depth understanding of people practices
• Experienced people manager- performance management, including coaching, motivating and leading a team
• Experience in planning, scheduling within a multi product, diverse operation and dynamic environment
• Experience of focusing on quality in relation to outputs of role PROCESS and TIMEFRAMES To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to- ianp@callcentreassociates.co.uk
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
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Published at 10-03-2008
Viewed: 531 times
Viewed: 531 times
