As the ACCM you will be responsible for the smooth running of the contact centre, working together also with the relevant Jobtrain operational leads and other Jobtrain internal stakeholders. We need someone who can innovate, motivate and most of all inspire, to help our client and our client’s customers achieve the very best service that they have come to expect and require from Jobtrain.
The Selection Criteria
A demonstrable background in contact centre operations with previous management experience is essential
The ability to manage performance problems in a professional manner
Previous track record of developing solutions for clients within a contact centre.
Ability to identify top performers, and reward/recognise them for their achievements either in line with a group recognition scheme, or individually as agreed at a local level.
A background in ensuring all Quarterly Reviews are completed on time and in a professional, fair, and open way.
Experience of working closely Account Manager(s) to align activities with client requirements.
Proven ability to plan, coordinate and communicate activities across departments on a daily basis and the flexibility to adapt to and manage, changing and unexpected situations.
The skill to understand and communicate client requirements with a clear, positive and customer-focused message.
Committed, enthusiastic, positive, resourceful and resilient.
Ability to influence and negotiate.
Understanding of how to work proactively and positively in partnership with both operations and client priorities
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