Contact Centre Manager
£35,000 - £40,000
020 8989 7779
Contact Centre Partners (CCP) is a specialist recruitment consultancy that provides permanent, interim, and temporary staffing solutions within customer contact.
We are now working with a brand new client to support them in successfully sourcing a Contact Centre Manager to help move along progressed plans to elevate their current customer journey from excellent to exceptional.
My client is a global business working within a different and exciting vertical. They have grown their customer base extensively over the last 30 years and are now looking at all areas of the business that can be harnessed, changed and improved to directly affect the customer experience and as a by product a way to protect current revenue streams and grow new ones.
As the Contact Centre Manager you will have full Operational responsibility for a modest FTE of 30 that cover 4 main locations. As the Operational Leader you will be looked upon to set and monitor all ongoing KPI's and SLA's across B2B & B2C markets. Coaching and mentoring your direct reports through regular performance reviews and empowerment. Helping them the develop a passionate customer culture.
You will need to demonstrate your past experience in handling, designing and delivering process continuous improvement at a strategic level. Doing so using back office analytics and reporting. Although you will be the person leading these areas of operational excellence you will need to be able to clearly articulate your journey to Senior Managers during frequent meetings and by using your reporting lines too.
To be successful you must be able to clearly demonstrate your experience in a similar role. It is also essential that you are able to use either French, German and Swedish as well as English at a business fluency level.
For full details on this fantastic and unique opportunity please apply through the link provided.