Call Centre Operations Manager
Working for a leading, growing Call Centre of Customer Service and Collections specialists serving customers in an award winning, fast growing company. Looking for leadership of the Customer Service and Collections teams through Team Leaders. Driving up supplier performance in Customer Service and Collections through team coaching and development, performance management, process and service improvements. Rigourous adherence to SLAs and service standards.
Therefore candidates will be responsible for ensuring consistent strong adherence to Processes, procedures and regulations, Service levels and Targets. Strongly motivate team leaders and team members, recognise achievements, share best practices. Continually develop team leaders and team members’ skills and knowledge. Hold regular team meetings and individual 1-2-1s. Use other communication channels as appropriate. Strongly contribute to the ownership of Treating Customers Fairly regulations. Manage appropriate escalation handling via all routes within SLAs, be a senior point of escalation for customer complaints. Resolution of more complex customer situations. Ensure all processes are efficient and compliant with regulations. Develop and maintain operational reports/management information. Manage recruitment and staffing levels with the supplier according to workload and budgets with the foresight and planning to maintain service levels
Looking for:
· An individual who is passionate about Customer Service
· Strong customer facing skills and advocacy of the customer.
· A leader of productive and highly motivated teams.
· Proven ability to manage a 3rd party supplier. Balance of a good relationship with the supplier and strongly defending the interests of customers
· Adept at agile resource planning to balance strong service with value for money
· Manage and develop internal and external teams confidently and autonomously.
If you believe you have the skills suitable for this position please apply below. If you do not hear back within 48 hours you have not been successful.
Leave a Reply
You must be logged in to post a comment.