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    Contact Centre Manager" - London, United Kingdom - Service Care Solutions Ltd

    Service Care Solutions Ltd
    Service Care Solutions Ltd London, United Kingdom

    1 week ago

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    Description

    Job Title:
    Contact Centre Manager


    Hours:
    Full time - Monday to Friday


    Type:
    Fixed term for 12 months covering Maternity

    Our client are looking for a Contact centre manager t o manage all aspect of the Contact Centre's daily operation and service delivery covering maternity for 12 months managing a team of up to 25 people, you will be pivotal in the overall performance and success of the Customer Experience team

    Ensure enquiries from all access channels -calls, email, web portal chatbot and social media are handled and responded to in a timely manner, and in line with our corporate objectives
    Be maintaining wait time within the proposed target, delighting customers by offering a first-class service, adhering to Wandles' service offer
    Be working with team leaders monitoring calls to assess and improve the quality of staff performance
    Develop contact centre academy to centre of excellence.
    Be managing poor performance
    Develop a culture of resolutions at the first point of contact including complaints handling
    Be tracking user feedback, key performance indices and other statistics
    Be taking responsibility and championing use of all systems including the CRM system (Dynamics) for the frontline and wider organisation
    Be communicating service goals so that contact centre staff understand their role
    Role modelling values and create a positive working culture
    Be setting and meeting performance targets and carrying out periodic 121 and appraisals
    Be responsible for training and development of staff, ensuring well rounded knowledge of all frontline service
    Be working closely with all stakeholders including IT, telephony service provider, Mears, K&T and other contractors in ensuring operation readiness
    Proven supervisory experience in the call centre industry, preferably within Social Housing
    Excellent communication skills - oral and written skills, people management, innovation, and problem-solving skills
    Strong organisational, planning, and analytical skills
    Excellent knowledge of MS Office, especially 'Excel' and ILM in Management
    Good knowledge of the contact centre, processes, and industry trends

    If you require any additional information regarding the position, please call Ryan at Service Care Solutions on or send an E-Mail to ryan.

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