QA & Resource Customer Service Manager

QA & Resource Customer Service Manager

£36,000 per annum + Bonus + Benefits

Permanent Full-time Immediate Start

Central London

We have an exciting opportunity available with an international e-commerce company providing one-of-a-kind personal products to customers all over the world. Join an international team in London aiming to provide the best service possible.

Main responsibilities

* Review WorkForce management tool, implement plan to enable accurate forecasting of resources and activity with staffing consideration and budgets.
* Work closely with Business and Customer Analysts
* Manage day to day productivity for Outsourced teams and review their needs
* Develop a QA Program to ensure consistent delivery of brand culture, adherence to customer service training procedures and department KPIs for both in-house and outsourced teams.
* Monitor staff performance in terms of quality via monitoring of channels and output as well as individual productivity
* Work in conjunction with several Manager on areas of improvement on related monitored channels
* Produce weekly and monthly analysis of resourcing gaps and efficiencies prioritise Peak season activity.
* Develop, deliver and review training programs and implement with Operations team
* Maintain consistent customer service experience during peak.
* Review and produce on a daily, weekly, monthly basis reports and figures re KPIs and feedback to the business.
* Create plan in conjunction with Head of CS and Operations to review channels and platforms.
* Review relevant new technology, processes to incorporate into the team/department. Keep up to date with industry trends. Attend networking and industry events.

Experience

* Excellent English is a must.
* Experience within QA processes and analysis of quality and resourcing is a must.
* Experience dealing with customers and staff at all levels.
* You must be able to motivate team, earn their respect and inspire the team to work to their maximum capacity.
* You must have a great attitude, be positive and tenacious.
* Must show a willingness to learn about new systems and procedures as well as responsibilities.
* Commercial Awareness: Must thoroughly understand the business. Must have analytical thought process
* Experience of Work Force Management tools would be beneficial

Please note:

* If you have not been contacted within 2 working days, unfortunately your application has not been successful on this occasion.

* We accept spontaneous applications via email – do not hesitate to send us your CV, stating what kind of role you would be looking for.

* Please do not hesitate to regularly have a look at the Kerr Multilingual Recruitment website for an overview of all our vacancies.