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- Tasks: Lead and optimize the Contact Centre operations across various channels.
- Company: Join a global tech company making waves in customer service excellence.
- Benefits: Enjoy a hybrid work model with 3 days onsite and competitive perks.
- Why this job: Be part of a dynamic team driving customer satisfaction and operational success.
- Qualifications: 3+ years in a leadership role within BPO or Contact Centre required.
- Other info: Full right to work in the UK is essential.
The predicted salary is between 36000 - 60000 £ per year.
Contact Centre Manager required for global tech company in Surrey.
KEY ACCOUNTABILITIES
- Supervise the progress of the Contact Centre operational status by analysing meaningful metrics across the channels (voice, chat/email, social messaging, in-app channel etc) at the local level and European level on a regular basis.
- Build targets of core CS metrics by collaborating with HQ and local subsidiaries.
- Improve BPO audit planning including audit criteria and conduct audits.
- Plan and conduct mystery shopping on customer journey.
- Review and improve the survey methodology.
- Monitor sample allocation status.
- Calibrate scores/scenarios with local managers.
- Set up alerts for immediate performance improvement.
- Gather and share insights in collaboration with Insight Team/Vendor.
- Resolve local and regional Contact Centre quality and operation issues by having regular engagement with relevant partners through conference calls or on-site visits/meetings.
- Develop and lead European CS operation guidelines and policies across all customer touchpoints including service level, operation processes, etc., and collate new requirements on existing processes to ensure the consistency of Contact Centre Excellence across Europe.
Essential –
- At least 3 years experience as a Team Leader, Data Analyst, Quality or Training Manager at the BPO/Contact Centre side or as a Manager in the Brand CS/Contact Centre Team.
- Analytical and presentation skills with a high degree of self-motivation and a can-do demeanour with strong MS Office skills.
- Familiarity with CaaS Systems such as SAP, Salesforce, Hybris, etc., and their processes.
- Arbitration and coordination skills to manage potential disputes between BPOs/subsidiaries/HQ.
3 days/week onsite.
*Full right to work in the UK required.*
If your profile matches the above and you’d like to find out more, please apply with your up-to-date CV and I’ll get back to you as quickly as possible.
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Contact Centre Manager - Surrey - 12 Months FTC employer: PSD Technology Contracts Ltd.
Contact Detail:
PSD Technology Contracts Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager - Surrey - 12 Months FTC
✨Tip Number 1
Familiarize yourself with the key metrics and performance indicators used in contact centers. Understanding these will help you speak confidently about how you can improve operational status during interviews.
✨Tip Number 2
Research the specific CaaS systems mentioned in the job description, like SAP and Salesforce. Being able to discuss your experience or knowledge of these systems will demonstrate your readiness for the role.
✨Tip Number 3
Prepare examples of how you've successfully led teams or improved processes in previous roles. Highlighting your leadership and analytical skills will resonate well with the hiring team.
✨Tip Number 4
Network with professionals in the contact center industry, especially those who have experience with BPOs. They can provide insights and potentially refer you to opportunities within their organizations.
We think you need these skills to ace Contact Centre Manager - Surrey - 12 Months FTC
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description and understand the key responsibilities and requirements. Tailor your application to highlight your relevant experience in managing contact centers and your analytical skills.
Highlight Relevant Experience: In your CV, emphasize your experience as a Team Leader or Manager in a BPO/Contact Centre environment. Include specific examples of how you've improved operational metrics or resolved quality issues.
Showcase Analytical Skills: Since the role requires strong analytical skills, provide examples of how you've used data to drive decisions or improve processes in previous roles. Mention any familiarity with CaaS systems like SAP or Salesforce.
Craft a Strong Cover Letter: Write a cover letter that not only summarizes your CV but also expresses your enthusiasm for the role. Discuss how your skills align with the company's goals and your approach to leading a contact center team.
How to prepare for a job interview at PSD Technology Contracts Ltd.
✨Know Your Metrics
Familiarize yourself with key customer service metrics that are relevant to the role. Be prepared to discuss how you have used data analysis in previous positions to drive improvements in contact center operations.
✨Demonstrate Leadership Experience
Highlight your experience as a Team Leader or Manager in a contact center environment. Share specific examples of how you've successfully led teams, resolved conflicts, and improved performance metrics.
✨Showcase Your Analytical Skills
Prepare to discuss your analytical skills and how they have contributed to your success in previous roles. Be ready to provide examples of how you've used data to inform decision-making and improve processes.
✨Familiarity with Tools
Make sure you are well-versed in the CaaS systems mentioned in the job description, such as SAP and Salesforce. Be prepared to discuss your experience with these tools and how they can enhance operational efficiency.
