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Newly Created Contact Centre Environment Superb Opportunity to Establish Service Excellence Manchester Base Basic £40,000, plus attractive benefits A dominant player in its chosen market of specialist business services, the client is embarking on a major investment programme in facilities, systems and people with the aim of creating a strong new format for service delivery. As the partner of choice to many of the worlds leading organisations it has a real desire to enhance the experience for its customer base and take advantage of the market growth opportunities. Reporting to the Head of Service, this is a new critical role where a key accountability will be the provision of influential support to the centre managers and their teams in order to encourage and drive performance improvements. In house, twin sited contact centres are in the process of being established and this is a ground floor opportunity, coming at the right time to make a real impact on the quality of service delivery. The scope is comprehensive and will include data quality management, internal quality assurance, call monitoring, kpi management, customer feedback, planning and scheduling and will involve you collaborating closely with a range of key stakeholders in order to ensure the centres operate effectively and efficiently. Your credentials will be impressive. Passionate about customer service excellence you will have a demonstrable track record in quality management and service improvement in a customer facing world class business renowned for the professionalism of their call centre capabilities. Of course the role requires you to be technically proficient in systems and data manipulation. But it also requires a high level of influencing and coaching ability, strong analytical and organisation skills, strategic awareness and a can do mentality. A team player, you will exude enthusiasm and see this as a real opportunity to join a forward thinking group whose future outlook and development strategy is extremely positive. The role is based at the Manchester centre with regular travel to the clients London facility.

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Published at 11-03-2008
Viewed: 605 times