Role Profile
Service-driven, experienced within a call centre environment and with a desire to drive success within our team, we are welcoming our newest Digital Experience Team!
Key Responsibilities
1. Leading a team of Digital Experience Specialists
2. Develop and deliver our digital transformation plans using a deep understanding of the industry, technology and external insights.
3. Focus on driving experience through a digital first mentality
4. Provide opportunities for regular 121’s, coaching and training
5. Accountable for optimum staffing at all times focused on driving efficiencies through the increase in digital usage.
6. Accountable for a fun and dynamic environment
7. Lead the team to ensure objectives and SLA targets are met/exceeded
8. Work in partnership with Marketing regarding customer & owner feedback and customer and owner retention
9. Work with the Holiday Experience Team Managers to ensure a high quality end-to-end service to the customer.
10. Work in partnership with the Training Team to ensure excellent levels of service are provided by the Experience teams at all times.
11. Identify areas for improved profitability, growth and cost savings - making recommendations to the Senior Management team.
12. Feedback to relevant department on improvements based on staff/customer feedback
13. Motivate, mentor, train and support team members
14. Ensure all team members adhere to FCA regulations
15. Understand all organisation’s products, services, procedures, guidelines.
16. Ensure that all HR and people management processes are managed in line with Company guidelines
17. Manage the budgets in unison with Customer & Owner senior management, with particular focus on compensation.
18. Monitor and analyse consumer trends and recommend plans to effectively meet the changing consumer needs within Channel.
19. Support digital’s vision and strategies and lead efforts to enhance digital experiences in various relevant channels.
20. Ensure user experience for Digital Channel is consistent with the Sykes family brand and is intuitive and consumer friendly.
21. Own all digital contact; lead and deliver continual improvement and development of the multi-channel/omnichannel proposition
22. Develop highly effective, influential relationships internally and externally at all levels.
23. Work with peers and key stakeholders to research, identify and capture new digital opportunities across the business and to provide recommendation and change programmes which will deliver improved performance and/or a reduction in costs.
24. Using external knowledge, network, and insights to suggest new and innovative contact strategies through a digital first lens.
25. Expert in digital technology, able to identify trends and opportunities and link digital capabilities in order to transform the customer experience.
Whilst this role currently sits within the Digital Experience Team, future requirements may mean that transition into other operational areas of the business are needed.
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