Contact Centre Telephony Team Leader - Redhill, United Kingdom - Willis Towers Watson

Willis Towers Watson
Willis Towers Watson
Verified Company
Redhill, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description
Contact Centre Telephony Team Leader

  • Redhill, GB
August 11, 2023


The role will report into the Head of Contact Centre and be responsible for day-to-day platform management, housekeeping, procurement, delivery of next generation feature releases and be primary contact for our Telephony supplier.

This is a fantastic opportunity to join an innovative and evolving team.


We are looking for someone who has experience working in the telephony industry, liaising with external suppliers, has an eye for detail and a passion to evolve service with excellent customer service skills.

As an industry leader, we offer fantastic opportunities for career progression.

We have a comprehensive benefits package including an annual bonus, pension scheme, life insurance, medical insurance, eye care vouchers and many other options.

Our Redhill office is situated in a prime central location, making it incredibly convenient for your daily commute. Enjoy easy access to public transportation

All new joiners are provided a laptop and home working equipment. Colleagues can work independently, and able to work from home 1 day p/w.


The Role

  • Building relationships through regular contact and innovate sessions with our Supplier and other line of businesses that use Contact Centre technology
  • Best practice etc.
  • Responsible for monitoring license availability and ensuring the Contact Centre have the equipment required to perform their role
  • Holding Contact Centre suppliers internal and external accountable for agreed deliverables and platform development
  • Responsible for daily operation of platform architecture and housekeeping adding/removing users, configuration, and implementation of new services
  • Monitor licensing and equipment costs to ensure we keep within budget and the accuracy of Contact Centre related invoices
  • Support the Head of Contact Centre to evolve service delivery through the telephony platform
  • Responsible for communicating service degradation and resolution to the business, ensuring our supplier swiftly responds to requests for information
  • Build and maintain a general understanding of the platform and work closely with the Contact Centre Product Owner
  • Perform basic troubleshooting support and ticket management
  • Assisting the Contact Centre operations leads to ensure KPI targets are met
  • Planning and implementing contact centre strategy
  • Designing continuous improvements of processes
  • Maintaining engagement with key customer and stakeholder contacts
  • Setting and reviewing quality performance standards with the Contact Centre Leads
  • Gaining an understanding of digital market trends and opportunities that are relevant to the Contact Centre
  • Work with the Product Owner and Contact Centre Leads on designing and implementing ways to develop various channels
  • Identifying and researching thirdparty suppliers to improve service offerings
  • Assisting with securing executive/board level buyin on projects
  • Running rootcause analysis to identify knowledge and service gaps
  • Providing customer feedback and internal compliance feedback to management
  • Identifying and helping to implement tools that will improve advisor performance
  • Knowledge of performance evaluation and customer service metrics
  • Monitor and improve ordering, telephone handling and other procedures

The Requirements

  • Good communication skills (written and spoken), proficient in conversing with customers and stakeholders using appropriate language and expression
  • Pay close attention to complaints/inquiries to provide solutions effective in meeting their needs
  • Natural problem solver, able to work to a high level of accuracy
  • Computer literate, proficient in MS O365 and Contact Centre equipment and software programs
  • Has experience working within a Contact Centre/ Telephony environment in a Supplier contact role
  • Keen to take ownership and resolve issues and is a critical, strategic thinker
  • Passionate about service evolution
  • Familiarity with CRM systems and practices
  • Good time management, ability to multitask, set priorities and manage time effectively, great problem solver
  • Good stakeholder management skills to ensure that effective planning is delivered correctly
  • Good awareness of potential causes and impacts on daytoday service levels
  • Customer focus and adaptability to different personality types
**At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity
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