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    Senior Manager, Service Delivery Management - Glasgow, United Kingdom - Pertemps Network Group

    Pertemps Network Group
    Pertemps Network Group Glasgow, United Kingdom

    3 weeks ago

    Pertemps Network Group background
    Description
    Contact Centre Manager
    ~ Full time, Permanent
    ~£Pertemps are delighted to be supporting a leading facilities organisation who are on the hunt for a Contact Centre Manager. This organisation are committed to driving excellent service for customers daily and you as the Contact Centre Manager will play a pivotal role in leading this. This role will be managing and leading around 30 direct reports and you will be in charge of their development. The ideal candidate would have strong experience from a contact centre role previously and have strong managerial skills.

    Build collaborative relationships to enhance customer satisfaction and service quality.
    Act as a support network to ensure staff feel informed and supported as the business evolves.
    Manage day-to day activities, prioritise tasks and assess risks within existing processes to achieve SLA's
    Ensure training and development plans are in place for all team members.
    Implementation of performance management processes, including 1-2-1's and appraisal's.
    Manage staff against agreed internal quality targets.
    Act as a point of escalation for customers, managing complaints.
    Be responsible for online reputation, including trust pilot and google my business.
    Input and maintain a quality management system.
    Support Operations Manager to supervise all team quality monitoring so that all agreed targets are met and exceeded.
    Minimum 3 years contact centre experience.
    Skilled in problem solving, team building, planning, organisation and decision making.
    Strong leadership and people management skills.
    Flexible, positive and can-do attitude.
    Pertemps acts as both an employment business and an employment agency
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