Contact Centre Manager
Full job description
Venture Recruitment
Salary: £42,000 – £48,000 per year
Contact Centre Manager
£35,000 – £40,000 + Bonus + Car
Southampton, Hampshire
My client, a leading high end showroom retailer, is recruiting Contact Centre Operations Manager to lead their new multi-channel team in Southampton. The role’s main focus is to deliver the operational plan for the contact centre by focussing on customer journey and ensuring customer expectations are exceeded by providing an exceptionally high standard of service.
This is an exciting opportunity to project manage the plan from inception to fully functioning contact centre. My client is looking to grow the business considerably with plans to look at expansion into Europe.
Key Responsibilities
* To ensure that all teams are delivering on quantitative and qualitative KPI’s
* To analyse MI and work closely with the Sales Director to ensure the resource profile meets customer demand
* To ensure that the quality of the service delivered is of the highest standard, with particular focus on ensuring that quality interactions, both written and verbal, take place when responding to customers
* To hold meetings with key stakeholders and teams at suitable intervals to ensure key messages are delivered and knowledge of change is up to date
* To directly and indirectly manage the Contact Centre Team.
* To ensure that all team members have the available skills, knowledge and tools to deal effectively deal with complaints, retain customers and avoid account closures
* To work closely with HR and training teams to ensure training and development takes place effectively and timely
Essential Knowledge and Skills
* Wide decision making capacity at a tactical and operational level regarding people management decisions that require judgement, option appraisal and situational analysis
* To make decisions regarding the smooth running of the department and achievement of SLAs and KPIs
* Ability to use telephone and email based contact centre systems and programmes
* Computer literate with Keyboard/PC skills and can navigate systems
* Commercial awareness and understanding of the retail environment
* Retail, Customer Service or Contact Centre management experience
* Experience of working to key deliverables and SLA’s
* Customer focused, builds natural, open and positive client relationships
Interviews for this exciting role to be held immediately. Please call Gareth Thomas to discuss further.
To apply for this job please visit definitejobs.co.uk.