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2applicants
Call Centre Manager
Recruiter
Careerpath Consulting
Location
in West London , West London
Salary: £40,000 - £45,000 doe
Reference: PB/CCM/WL
Purpose of the role:
Accountable for driving the performance of a multi-product contact centre. Lead a team of Team Managers to deliver a world-class customer experience. Play an active role in translation and delivery of the customer experience strategy and leading this vision and strategy within the contact centre.
Main Accountabilities:
People Leadership:
Create an environment which helps to attract, retain and develop our people so that they realise their full potential.
Take full responsibility for induction and on boarding experience of new employees
Agree challenging performance and development objectives for all direct reports, providing regular feedback/coaching to ensure their maximum potential is achieved.
To coach and develop a team of Team Managers to deliver exceptional service and deliver on promises to our internal and external customers
Create an empowering environment for our people encouraging individual ownership, initiative and challenging the status quo.
Through your management team be accountable for the overall success of the site with specific focus on performance objectives in the following areas: -
Employee engagement.
Customer experience.
Operational effectiveness and efficiency.
Cost management.
Risk management.
Stakeholder Management
Manage service standards for contact centres
Ensure that all stakeholders are kept up to date with operational changes and campaigns
Meet regularly with internal and external clients as required
Customer Experience
Work with the Head of Customer Services in creating and implementing world class initiatives
Keep abreast of all the latest thinking in the customer service industry
Ensure day to day buy in and maintenance of our culture in line with the vision and 5 fundamentals throughout all areas of responsibility
Change Management
Proactively embrace and influence strategic change within the site. Shape policy to develop the customer experience.
Drive performance improvement through using experience to challenge the status quo
Manage the implementation of operational changes within the area to achieve desired business results
Knowledge/Skills:
Essential:
Track record of success within a Contact Centre environment at a Senior Management level.
Fully aware of the latest thinking around the challenges and ‘must do’ concepts that improve our customers experience
In-depth knowledge and understanding of the Contact Centre community
In depth understanding of best practice in the field of Contact Centre operations and their infrastructure, e.g. IT and resource planning and measurement systems.
Excellent people leadership skills in relation to motivation, development and delivery
Successful delivery of business and cultural change and delivery of associate benefits.
Proven capability to effectively lead and build capability within a fast changing contact centre environment.
A full spec available on application.
Accountable for driving the performance of a multi-product contact centre. Lead a team of Team Managers to deliver a world-class customer experience. Play an active role in translation and delivery of the customer experience strategy and leading this vision and strategy within the contact centre.
Main Accountabilities:
People Leadership:
Create an environment which helps to attract, retain and develop our people so that they realise their full potential.
Take full responsibility for induction and on boarding experience of new employees
Agree challenging performance and development objectives for all direct reports, providing regular feedback/coaching to ensure their maximum potential is achieved.
To coach and develop a team of Team Managers to deliver exceptional service and deliver on promises to our internal and external customers
Create an empowering environment for our people encouraging individual ownership, initiative and challenging the status quo.
Through your management team be accountable for the overall success of the site with specific focus on performance objectives in the following areas: -
Employee engagement.
Customer experience.
Operational effectiveness and efficiency.
Cost management.
Risk management.
Stakeholder Management
Manage service standards for contact centres
Ensure that all stakeholders are kept up to date with operational changes and campaigns
Meet regularly with internal and external clients as required
Customer Experience
Work with the Head of Customer Services in creating and implementing world class initiatives
Keep abreast of all the latest thinking in the customer service industry
Ensure day to day buy in and maintenance of our culture in line with the vision and 5 fundamentals throughout all areas of responsibility
Change Management
Proactively embrace and influence strategic change within the site. Shape policy to develop the customer experience.
Drive performance improvement through using experience to challenge the status quo
Manage the implementation of operational changes within the area to achieve desired business results
Knowledge/Skills:
Essential:
Track record of success within a Contact Centre environment at a Senior Management level.
Fully aware of the latest thinking around the challenges and ‘must do’ concepts that improve our customers experience
In-depth knowledge and understanding of the Contact Centre community
In depth understanding of best practice in the field of Contact Centre operations and their infrastructure, e.g. IT and resource planning and measurement systems.
Excellent people leadership skills in relation to motivation, development and delivery
Successful delivery of business and cultural change and delivery of associate benefits.
Proven capability to effectively lead and build capability within a fast changing contact centre environment.
A full spec available on application.
Recruiter:Careerpath Consulting
Website: http://careerpathconsulting.co.uk
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Published at 09-07-2008
Viewed: 334 times
Viewed: 334 times
