Contact Centre Manager required for global tech company in Surrey.
KEY ACCOUNTABILITIES
1. Supervise the progress of the Contact Centre operational status by analysing meaningful metrics across the channels (voice, chat/email, social messaging, in-app channel etc) at the local level and European level on a regular basis.
2. Build targets of core CS metrics by collaborating with HQ and local subsidiaries.
3. Improve BPO audit planning including audit criteria and conduct audits.
4. Plan and conduct mystery shopping on customer journey.
5. Review and improve the survey methodology.
6. Monitor sample allocation status.
7. Calibrate scores/scenarios with local managers.
8. Set up alerts for immediate performance improvement.
9. Gather and share insights in collaboration with Insight Team/Vendor.
10. Resolve local and regional Contact Centre quality and operation issues by having regular engagement with relevant partners through conference calls or on-site visits/meetings.
11. Develop and lead European CS operation guidelines and policies across all customer touchpoints including service level, operation processes, etc., and collate new requirements on existing processes to ensure the consistency of Contact Centre Excellence across Europe.
Essential -
1. At least 3 years experience as a Team Leader, Data Analyst, Quality or Training Manager at the BPO/Contact Centre side or as a Manager in the Brand CS/Contact Centre Team.
2. Analytical and presentation skills with a high degree of self-motivation and a can-do demeanour with strong MS Office skills.
3. Familiarity with CaaS Systems such as SAP, Salesforce, Hybris, etc., and their processes.
4. Arbitration and coordination skills to manage potential disputes between BPOs/subsidiaries/HQ.
3 days/week onsite.
*Full right to work in the UK required.*
If your profile matches the above and you'd like to find out more, please apply with your up-to-date CV and I'll get back to you as quickly as possible.
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