purchasing agent

purchasing agent Sunderland, North East England, England

Cactus Search
Full Time Sunderland, North East England, England 65000 - 12.04 GBP ANNUAL Today
Job description

We are looking for an experienced Contact Centre Manager for a fantastic, fast paced, exciting business based in Sunderland.
You will be responsible for overseeing multi - channel Operations for my clients Customer Services Centre, including hiring, training and managing employees in a very customer centric focused business.

With a background contact centre Management and through the effective leadership of a team of managers, the successful individual will have the following responsibilities:

Operational Excellence:


  • Manage the day-to-day performance of the contact centre operations to deliver a best-in-class service.
  • Inspire, motivate & lead your managers and their teams to deliver an excellent experience.
  • Support & Challenge the evolving way of thinking, based on experience, to drive performance.
  • Drive continuous improvement across all services and processes to ensure efficiency.
  • Ensure all KPIs and SLAs are met across all our channels, Phone, Email, Chat.
  • Lead an effective resource planning team, ensuring that resource is fully utilised, and any contact demand is effectively covered.
  • Minimize escalations by ensuring necessary training is provided to all Managers and Agents to be able to handle any concerns raised by our Customers quickly and accurately.

Key skills & experience:
  • Have experience in managing or supervising Customer Services Operations in a contact centre based environment (60 70 FTE).
  • Proven experience of leading a sales and service driven contact centre operation with experience of managing an operation through periods of growth or change and the implementation of new systems and channels.
  • Can prioritise own workload and deliver to tight deadlines, whilst maintaining attention to detail
  • Proven experience managing Resource Planning at an operational level.
  • Strong leadership skills with ability to manage multiple teams and large groups of people

purchasing agent
Cactus Search

www.cactussearch.co.uk
Worcester, United Kingdom
Unknown / Non-Applicable
Unknown
Company - Public
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