Contact Centre Manager Job in Portsmouth, Southern UK
Leading International Outsourcing/ BPO organisation has an exciting opening for an experienced Contact Centre/ Customer Services Manager who has a passion for delivering exceptional customer service. Based on a single site inbound operation you will be responsible for the effective delivery and service of a 120+ FTE operation so you must be able to demonstrate a track record of leading the delivery of a simialr Service centre.
Key Skills Accountability
- Delivery of an efficient and effective customer focused contact centre operation, whilst achieving agreed SLAs/KPIs
- Thorough understanding of end to end customer processes
- Leadership and development to ensure service and customer satisfaction is consistently achieved
- Thorough understanding of resource planning and scheduling in order to deliver against KPI’s and market forces
- Continually drive and implement continuous improvement
- Help to champion knowledge and talent management within the organisation
- Internal and external key stakeholder management
- Demonstrate throughout your career where you have led by example and have always put the customer first