- Responsible for the quality and performance objectives defined by WTW.
- Responsible for the adherence to the change, quality assurance and operational excellence frameworks enabling a quality service.
- Ability to work with key stakeholders and Service Centre Leadership team to make commercially focused decisions influencing both internal and/or external stakeholders on service delivery, growth, and continuous improvement to streamline and make effective change to operational service.
- Accountable for ensuring Team Leaders conduct activities in line with internal procedures, policies, and legislation, including industry standards.
- Ensuring team productivity is at its optimum and is measured.
- Creating a collaborative culture in which processes are applied consistently within the Community where teams are better enabled to work flexibly to support each other
Contact Centre Manager - Ipswich, United Kingdom - WTW
Description
This is a fantastic opportunity to join a highly successful and growing organization as a Contact Centre Manager and to work in Willis building(Grade I listed) based in Ipswich.
As a Contact Centre Manager your role will be varied, responsibilities include client support, data analysis, reporting, quality monitoring, driving performance, project planning, coaching/development, performance management and answering interactions / escalations.
We provide an omni-channel support service via email, chat, and voice. This position reports directly to the Head of Contact Centre and would be responsible for leading the Ipswich Service Centre, overseeing service delivery for multiple Clients, with two Team Leaders reporting to you directly.
The Role