Contact Centre Manager - London, United Kingdom - Sudale Search & Select

Sudale Search & Select
Sudale Search & Select
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Are you interested in working for a growing department, within a Financial Technology business?

Have you managed a team within complaints & fraud?

Are you looking for a role where you can work from home 2 days per week?

Do you want to work with one of the UK's most recognisable company?


Sudale Search is excited to be engaged with this Financial Technology organisation as they look to develop their Global Support team.

This business supports millions of customers globally and will be managing an offshore team via BPO.


As the Contact Centre Manager, you will be responsible for providing support for customers around the world across several different channels.

You will manage the Global Support team who are based in London and manage the relationship with the offshore teambased in India.

You will be overseeing the personal development of team members and delivering key initiatives to drive performance.

With a focus on delivering high value initiatives to improve customer satisfaction, SLA's and quality assurance you be confidentat enhancing contact centre processes to deliver target driven results.

The ideal person for the Contact Centre Manager will:

  • Have experience managing complaints/ fraud customer service team
  • Be highly analytical will the ability to document, evaluate and optimise processes
  • Have excellent stakeholder management skills
  • Experience in managing and mentoring a team
  • Have a proven track record in implementing SLA's and setting KPI's
  • Be able to capture data and create complexed reports
  • Be confident working on front office and backoffice process improvements across a Contact Centre/ Customer Service operation
On offer?


Salary:
£300- £350 per day (negotiable) 3 months - ongoing

Permanent salary - £50,000 - £55,000 (negotiable)
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