Contact Centre Manager
Chertsey, Surrey Hybrid
£50,000 - £60,000 per annum
About the Role:
An exciting opportunity has arisen for a dedicated Contact Centre Manager to join a leading technology company. This pivotal role involves providing technical operational services, consulting, and implementation support within the European Regional Office, enhancing customer service operations across Europe. The ideal candidate will possess extensive knowledge of customer service business practices and business applications, with experience in enterprise software solutions consulting being highly advantageous.
Qualifications and Experience:
* Minimum of 3 years' experience as a Team Leader, Data Analyst, Quality or Training Manager in a BPO/contact centre, or as a Manager in a brand customer service/contact centre team
* Strong analytical and presentation skills, with proficiency in MS Office
* Familiarity with Contact Centre as a Service (CaaS) systems such as SAP, Salesforce, Hybris, and related processes
* Excellent arbitration and coordination skills to manage potential disputes among BPOs, subsidiaries, and headquarters
* Ability to derive valuable insights through strong data literacy skills
* Flexibility and willingness to travel within and outside Europe as required
* Strong interpersonal skills within an intercultural working environment
* Comprehensive understanding of the latest contact centre solutions/platforms and voice networks (IVR, CTI) is a plus