Contact Centre Manager

Posted 9 April by Objective People Easy Apply

Job Responsibilities

  • Manages segments of the operations of an inbound or outbound Customer Contact Center related to customer service, problem resolution, fraud detection/investigation and/or product promotion/sales.
  • Through effective leadership of supervisors and other leadership personnel, manages operations to ensure contractual quality and service level standards are maintained while ensuring optimum profitability.
  • This position also serves as a liaison between management, workforce, quality, training, supervisors/managers and associates ensuring effective communication, recognition, and team development within the operation.
  • In addition, may also interface directly with the client to resolve issues.

Scope of Job

  • Demonstrated verbal and written communication skills are required.
  • Personal computer experience is required.
  • Experience with complex communication network is preferred
  • Regularly uses various computerised systems for tracking performance and gathering, and/or troubleshooting as needed.
  • Requires extensive exempt level coaching/developing skills and knowledge of company, products, and/or services.

Autonomy

  • Performs work that is varied and that may be somewhat difficult in character.
  • Involves a high level of responsibility.
  • Expectation is that regular job tasks are performed with little direction/supervision.
  • Strategic thinking and planning as well as high level evaluation, originality or ingenuity is required.
  • Proven ability to effectively delegate assignments to achieve all goals and objectives through your team.

Job Requirements

  • Proven supervisory and/or management experience as a supervisor or equivalent is required, preferably in the telecommunications/contact center operations field.

Competencies

  • Products and Services
  • Customer Service Management
  • Customer Support Function
  • Customer Support Policies, Standard and Process
  • Customer Support Service Agreements
  • Service Request Management Process
  • Customer Support Operations
  • Cross-Selling

Required skills

  • Communication Skills
  • Contact Centre
  • Customer Service
  • Leadership
  • Management

Reference: 34860302

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