Contact Centre Manager
We are seeking an experienced Contact Centre Manager to join my successful client. The Contact Centre Manager will be responsible for all customer contact via telephone, social media, email and web based queries. The role will focus on managing and developing the contact centre function, team, procedures and policies to ensure customer queries and problems are resolved quickly and completely in order to deliver the highest levels of customer satisfaction within guidelines and budgets set by the company.
Main duties of the Contact Centre Manager include:
* Create and develop a process and systems that deliver excellent advice, support and response to all incoming customer requests.
* Recruit, train and develop the customer service team
* Plan and forecast resource requirements to best support the business
* Be accountable for creating, developing and reporting on KPI's and SLA's
* Manage the relationship and performance standards of the contact centre, improving results alongside delivering outstanding customer service and quality.
* Establish effective methods of communicating the Customer Service Strategy and processes to all departments
* Identify and implement training needs and quality assessment programs
* Control and manage cost within budget
* Manage mail order sales
* Work with the retail and warehouse teams to deliver outstanding service to customers
Key requirements for the Contact Centre Manager :
* Extensive experience of managing a contact/ call centre
* Proven track record in driving results
* Experience of coaching and motivating a team
* Experience and knowledge of CRM systems and call centre software
* Change management
* Ability to set up new processes and procedures
* Ability to analyse information and identify business opportunities
* Excellent time management
The successful candidate will be part of a fast-paced business which recognises that people and employee engagement is essential to drive the business forward.In turn my client will reward your hard-work and commitment with real recognition, great benefits and opportunities for progression.
If you have the necessary skills to become my clients Contact Centre Manager then apply now!