You will be a competent and consistent contact centre manager being able to use this structure/ platform to ensure your teams have been able to achieve team SLA, KPI's and Contact Centre operating targets
Your responsibilities will include:
*Create a service culture through continuous improvement driving efficiency and quality in your team and wider contact centre environment.
*Lead and empower the contact centre advisors to ensure they are operating at their full potential though delivering coaching and mentoring.
*Drive the process improvement agenda to ensure improvements to service and quality.
*Deliver strong forecasts to enable forward planning and ensure the correct allocation of resource.
*Continuously monitor MI to ensure you are on course to outperform against strategic plan and ensure any changes are made are understood and managed effectively.
*Ensure compliance within legislative framework with all complaints and breaches.
Essentially you will be able to demonstrate experience in
*Team management experience within a contact centre environment.
*Ability to lead, coach and develop people to ensure an increase in individual performance.
*A good understanding of process improvement that can improve service, quality and efficiency.
This is an exciting opportunity for a highly motivated contact centre team manager to truly put their mark on an operation and in return be given the opportunity, support and encouragement to develop your own career further.
- Contact Centre
- Team Management
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