Description
Motability Operations are currently recruiting for a Contact Centre Manager to join us in Bristol on a full-time, permanent basis. This role is a key business leadership role. It is responsible for delivering exceptional experiences for our customers across all inbound channels. You will be instrumental in transforming the contact centre operation, leveraging new technologies to revolutionise how we support both our customers, and our people aligned with our mission and purpose.
1. You will be responsible for the running of the Contact Centre with a focus on customer experience, efficiency and commerciality. Your goal will be to create a customer-centric, productive and inclusive environment where each team member can thrive and grow
2. You will be responsible for delivering an omni-channel customer experience that has best in class customer experience at its core
3. You will be responsible for achieving the KPIs for the Contact Centre including speed of answer, abandonment rate & CSI to be greater than 90%. You will strive to achieve operational performance by identifying levers to pull that will have a positive impact on the achievement of KPI's.
4. You will need to ensure the contact centre meets the evolving needs of our customers, colleagues and business. This means you will need to transform the contact centre to provide seamless, efficient, and accessible digital and automated experiences that compliment...