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Contact Centre Support Manager
Recruiter
Douglas Jackson
Location
in North East , North East
Salary: £50-55,000 basic
Reference: DJMA1120
Job Ref: DJMA1120
Job Title: Contact Centre Support Manager
Salary: £50-55,000 base, bonus, bens
Location: North East
This blue chip business has opportunity for an experienced contact centre management professional. Reporting to the Head of Contact Centres, the role will manage a team of direct reports across multiple functions and a number of contact centre sites. Supporting the ongoing consistent delivery of service level, cost and revenue goals for a multi site 2000+FTE operation, through the management and continuous improvement of the support contact centre support functions which include; resource planning, MI, performance reporting, contact routing and IS relationship management functions.
Optimise the utilisation of the various telephony applications whilst ensuring effective change control procedures help minimise the impact of any change on service quality. Effective management of the contact routing for approx. 12 million calls annually to provide a quality of service at an acceptable cost to the business.
Manage the timely delivery of intelligent performance reporting at all levels and across all functions in the contact centres in order to support the performance objectives of approx. 2000 customer advisors and 200 operational managers.
Ensure the efficiency and effectiveness of delivery of IS services (HR, IS & Telephony) through relationship management of our IS Client Services Manager and key contacts in the IS / HR communities.
Support the business continuity planning efforts within the contact centres.
Work closely with IS and Procurement to submit and deliver contact centre Capital Expenditure projects on an annual basis.
The candidate will require experience of managing a multi-site contact centre support function within a multi site, multi functional operation, managing and motivating multiple teams.
Hands on understanding of call centre technologies including ACDs IVRs, Digital Call Recording and Workforce Management Systems.
Experience of developing and delivering management information and reporting systems within contact centres.
Strong analytical and communication skills.
Ability to work within a rapidly changing environment.
Project/change management skills.
For more information, please contact: mail@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720. Visit us at: http://www.douglas-jackson.com.
Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.
Job Title: Contact Centre Support Manager
Salary: £50-55,000 base, bonus, bens
Location: North East
This blue chip business has opportunity for an experienced contact centre management professional. Reporting to the Head of Contact Centres, the role will manage a team of direct reports across multiple functions and a number of contact centre sites. Supporting the ongoing consistent delivery of service level, cost and revenue goals for a multi site 2000+FTE operation, through the management and continuous improvement of the support contact centre support functions which include; resource planning, MI, performance reporting, contact routing and IS relationship management functions.
Optimise the utilisation of the various telephony applications whilst ensuring effective change control procedures help minimise the impact of any change on service quality. Effective management of the contact routing for approx. 12 million calls annually to provide a quality of service at an acceptable cost to the business.
Manage the timely delivery of intelligent performance reporting at all levels and across all functions in the contact centres in order to support the performance objectives of approx. 2000 customer advisors and 200 operational managers.
Ensure the efficiency and effectiveness of delivery of IS services (HR, IS & Telephony) through relationship management of our IS Client Services Manager and key contacts in the IS / HR communities.
Support the business continuity planning efforts within the contact centres.
Work closely with IS and Procurement to submit and deliver contact centre Capital Expenditure projects on an annual basis.
The candidate will require experience of managing a multi-site contact centre support function within a multi site, multi functional operation, managing and motivating multiple teams.
Hands on understanding of call centre technologies including ACDs IVRs, Digital Call Recording and Workforce Management Systems.
Experience of developing and delivering management information and reporting systems within contact centres.
Strong analytical and communication skills.
Ability to work within a rapidly changing environment.
Project/change management skills.
For more information, please contact: mail@douglas-jackson.com or telephone to speak to a consultant now on: 0845 6209720. Visit us at: http://www.douglas-jackson.com.
Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets, recruiting Directors, Managers, Head of and Analysts across the Call Centre industry.
Recruiter:Douglas Jackson
Website: http://www.douglas-jackson.com
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Published at 30-09-2008
Viewed: 704 times
Viewed: 704 times
