Back to search
- Supporting the Head of Customer Services to deliver outstanding service and meet department SLAs.
- Overseeing all aspects of the contact centre’s daily operations.
- Working with the Resource Planning Manager to ensure staffing levels are maintained.
- Providing leadership, development, and management of Supervisors and Agents.
- Leading any performance management processes as needed.
- Team recruitment including detailed evaluation of candidates.
- Dealing with any escalated complaints within target SLAs.
- Keeping informed of all product/service updates, communicating these to the team and setting up training as needed.
- Improving processes and defining new ones, ensuring best practice is adopted.
- At least 2 years Managerial experience in a target driven contact centre environment.
- Experience acting as an escalation point for complaints, or other complex customer issues.
- A Customer First approach.
- Experience recruiting the best candidates ensuring team resources are in place as needed.
- Ability to make decisions independently and a passion for driving performance.
- Strong problem-solving, organisational, and communication skills.
- Ability to provide constructive feedback and develop a culture of continuous improvement.
- Confidence, patience, tact, and diplomacy when dealing with difficult situations.
- Confidence using IT generally and learning new software and systems.
