Location
Westminster, Greater London | United Kingdom
Job description
Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Contact Centre Manager on a 3 months contract with a possibility of further extension.
Main accountabilities:
- Be responsible and accountable for the day-to-day delivery to enable the team to operate effectively and consistently deliver a first-class quality customer service, with a right first-time approach.
- Working with the existing management team to lead the Centre in delivering continuous improvement and transformation change to drive efficiencies and deliver an excellent customer experience.
- Deliver agreed KPI and SLA performance to a high standard and actively report on the performance within regular reviews to senior management. Make key operational decisions to maximise performance and efficiency.
- Liaise with other teams and departments to resolve any customer service issues and to investigate certain cases if this is required.
- Constantly ensure the team understands the critical role they play in the Customer journey and ensure effective quality monitoring and coaching is carried out to maintain the highest standards.
- Develop effective working partnershipsacross the wider areas to ensure the highest levels of service delivery to our customers.
- This is a fulltime role, with flexible hybrid working offered – typically you would spend two/three days a week in the office.
Requirements:
- Proven Contact Centre management experience within a fast-paced operational customer services environment.
- Strong coaching, mentoring and relationship building skills with a proven ability to build high performing teams
- Demonstrable experience delivering customer metrics, and reporting statistical performance levels related to Contact Centre Operations.
- Creative thinking – able to look at alternatives and consider new ways of thinking to problem solve
- Demonstrable experience of change management
If you are interested, please apply or contact Pocholo for more information!
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Job tags
Salary
