purchasing agent Sunderland, North East England, England
Pertemps
Full Time
Sunderland, North East England, England
60000 - 12.04 GBP ANNUAL Today
Job description
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:
Key skills & experience:
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
Pertemps
https://www.pertemps.co.uk
Meriden, United Kingdom
Steve West
$500 million to $1 billion (USD)
1001 to 5000 Employees
Company - Private
Business Consulting
1961
