Head of Contact Centre Operations (Sales)
Head of Contact Centre Operations
c£65k-£75k + bonus + benefits
We are seeking a highly experienced head of contact centre operations manager to report directly into the MD, to be responsible for the contact centre daily operations, growth and strategy.
As Head of Contact Centre Operations you should have a strong background running a fast paced B2C contact centre environment focused on sales than customer service, with P & L responsibility.
As Head of Contact Centre Operations key responsibilities will include:
- Monitors and evaluates effectiveness of all aspects of a Contact Centre and/or off phone environments
- Ensures the highest quality customer service is delivered in an efficient manner.
- Empowers leaders to handle the daily operations of individual teams in a productive manner to maintain contracted client performance standards. Maintains close contact with clients through daily interaction with the client relations/project management areas.
- Handles all client requests in a timely manner.
- Coaches, develops and counsels existing team members and supervisors to higher performance. Conducts training for customer service processes for team members, clients and merchants.
- Participates in weekly client calls to discuss upcoming marketing events, outstanding issues or any other topics pertaining to applicable areas. Resolves escalated customer issues that are not resolved at the supervisor level.
- Evaluates processes, client data and trends to identify process improvements.
- Adhere to an annual budget that utilizes available resources while maintaining client performance standards and company profit guidelines.
- Creates daily reporting of customer escalations. Analyzes trends and report to leadership any system, human, and other issues that cause a less than stellar customer experience.
- Provides recommendations to reduce and/or eliminate issues that impact overall service quality.
- Participates in product development and implementation support. Identifies potential system issues and recommends system enhancements.
You should demonstrate relevant experience with a sales CC focus.
Please send you cv now for a confidential discussion.
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