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Contact Centre Manager
Location:
Coatham Mundeville
Description:
Job Title: Contact Centre Manager Hours: Full time - Monday to Friday Type: Fixed term for 12 months covering Maternity Location: Southwark, SE1Salary : £50,000 Per annum Job Title: Contact Centre Manager Hours: Full time – Monday to Friday Type: Fixed term for 12 months covering Maternity Location: Southwark, SE1 Salary : £50,000 Per annum Our client are looking for a Contact centre manager to manage all aspect of the Contact Centre’s daily operation and service delivery covering maternity for 12 months managing a team of up to 25 people, you will be pivotal in the overall performance and success of the Customer Experience team You will: Ensure enquiries from all access channels -calls, email, web portal chatbot and social media are handled and responded to in a timely manner, and in line with our corporate objectives Be maintaining wait time within the proposed target, delighting customers by offering a first-class service, adhering to Wandles’ service offer Be working with team leaders monitoring calls to backss and improve the quality of staff performance Develop contact centre academy to centre of excellence. Be managing poor performance Develop a culture of resolutions at the first point of contact including complaints handling Be tracking user feedback, key performance indices and other statistics Prepare reports and where appropriate making presentations as required Be working across the organisation to reduce avoidable contact, collaboratively resolving customers enquiries by taking ownership Be taking responsibility and championing use of all systems including the CRM system Dynamics for the frontline and wider organisation Be communicating service goals so that contact centre staff understand their role Role modelling values and create a positive working culture Be setting and meeting performance targets and carrying out periodic 121 and appraisals Be recruiting and maintaining staffing level to the agreed establishment Be responsible for training. Visit ListedBuy for more information.
Company:
Service Care Solutions
Posted:
April 12 on ListedBuy
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More About this Listing: Contact Centre Manager
Contact Centre Manager is a Executive Manager Job at Service Care Solutions located in United States. Find other listings like Contact Centre Manager by searching Oodle for Executive Manager Jobs.
Contact Centre Manager is a Executive Manager Job at Service Care Solutions located in United States. Find other listings like Contact Centre Manager by searching Oodle for Executive Manager Jobs.