Job summary

Contact Centre Manager job role

12 month Fixed Term Contract

Surrey based, 3 days a week on-site

Key skills required for this role

Contact Centre Manager, Customer Service Operations, CaaS, Systems, Operation

Important

Contact Centre Manager, Customer Service Operations, CaaS, Systems, Operation

Job description

Our client, a globally operating business in the IT sector, is currently seeking a Contact Centre Manager to join their team on a fixed-term basis.

The successful individual will have deep and strong knowledge of business practices in Customer Service and business application knowledge. Familiarity of CaaS System such as SAP, Salesforce, Hybris etc. and its process is essential.

This role focuses on optimising Contact Centre operations across local and European levels, leveraging technology and data-driven insights, including:

• Performance analytics: Analyse cross-channel metrics (voice, chat, social messaging, in-app) using BI tools and collaborate with HQ and subsidiaries to set KPIs and benchmarks.
• Operational optimisation: Conduct BPO audits, mystery shopping, and customer experience surveys to enhance CX, utilising data analytics and automation.
• Issue resolution: Address local and regional quality issues through regular syncs with stakeholders via teleconferencing and collaborative platforms.
• Policy and process automation: Develop and implement European CS guidelines, leveraging AI-driven solutions for consistency across touchpoints and ensuring SLA adherence.
• Cost efficiency: Conduct regular cost analysis using financial tools and predictive models to optimise resource allocation and reduce operational overhead.
• Vendor and contract management: Review contracts, pricing models, SLAs, and manage vendor relationships through contract lifecycle management (CLM) tools.
• Competitive benchmarking: Utilise industry data and competitive intelligence platforms to identify trends and propose operational improvements.
• Employee experience: Analyse agent satisfaction surveys using sentiment analysis tools and AI-driven feedback systems to enhance the work environment and performance.
• Reporting and dashboards: Develop automated reports and performance dashboards using BI and analytics platforms (e.g., Tableau, Power BI) for real-time insights.
• eStore Contact Centre strategy: Optimise eStore operations by integrating CRM and eCommerce platforms, improving performance and boosting sales through data-driven strategies.
• Leadership: Facilitate knowledge-sharing sessions and workshops using collaboration tools (e.g., Zoom, MS Teams), ensuring alignment and operational consistency across regions.

This role integrates advanced technology and data-driven strategies to enhance operational performance, improve CX, and ensure cost efficiency within the Contact Centre ecosystem.

Apply now for more information on this opportunity.