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Service Improvement Manager
Recruiter
Cactus Search
Location
in Buckinghamshire , South East
Salary: £55k + benefits
Reference: 1194
Young and exciting innovative company seeking candidates who thrive in a pressurised environment and have the expertise to improve the quality within the Contact Centre
Company Profile:Young, exciting and rapidly growing organisation requires a dynamic, passionate and talented Service Improvement Manager. This organisation is looking for a lively & passionate Training / Auality professional to really drive the quality of calls through the team and monitor performance on an on-going basis.
Role Profile:
To lead the identification and implementation process improvements that drive and support delivery of a high quality service to customers including the management of the evaluation processes.
Size of Contact Centre: 200FTE
Key Skills / Experience Required:
Proven Quality Management / Training experience
Proven track record of exceptional performance, high productivity and meeting deadlines
Minimum of 3 years experience in a service / performance improvement or quality related role within a contact centre, business to consumer environment
Excellent leadership skills.
Have demonstrated good people management capabilities
Passion for providing the highest level of Quality
Should be commercially aware and demonstrate tangible successes
Key Responsibilities:
Drive service improvements across the business - managing the delivery capabilities and processes
Define performance quality and how it will be achieved
Manage Performance Analysts to ensure maximum input to the business and to ensure that they clearly understand the priorities for the business and their role in particular
Analysing and implementing service and quality improvements
For more information, please contact Cactus Search today
Package:
£55k + benefits
Company Profile:Young, exciting and rapidly growing organisation requires a dynamic, passionate and talented Service Improvement Manager. This organisation is looking for a lively & passionate Training / Auality professional to really drive the quality of calls through the team and monitor performance on an on-going basis.
Role Profile:
To lead the identification and implementation process improvements that drive and support delivery of a high quality service to customers including the management of the evaluation processes.
Size of Contact Centre: 200FTE
Key Skills / Experience Required:
Proven Quality Management / Training experience
Proven track record of exceptional performance, high productivity and meeting deadlines
Minimum of 3 years experience in a service / performance improvement or quality related role within a contact centre, business to consumer environment
Excellent leadership skills.
Have demonstrated good people management capabilities
Passion for providing the highest level of Quality
Should be commercially aware and demonstrate tangible successes
Key Responsibilities:
Drive service improvements across the business - managing the delivery capabilities and processes
Define performance quality and how it will be achieved
Manage Performance Analysts to ensure maximum input to the business and to ensure that they clearly understand the priorities for the business and their role in particular
Analysing and implementing service and quality improvements
For more information, please contact Cactus Search today
Package:
£55k + benefits
Recruiter:Cactus Search
Website: http://www.cactussearch.co.uk
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Published at 02-04-2008
Viewed: 463 times
Viewed: 463 times
