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- Tasks: Lead and enhance customer service operations across Europe in a dynamic tech environment.
- Company: Join a leading technology company making waves in customer service solutions.
- Benefits: Enjoy a hybrid work model with a competitive salary and potential travel opportunities.
- Why this job: Be part of a pivotal role that shapes customer experiences and drives innovation.
- Qualifications: 3+ years in a leadership role within a contact centre or BPO, with strong analytical skills.
- Other info: Familiarity with CaaS systems like SAP and Salesforce is a plus.
The predicted salary is between 43000 - 67000 £ per year.
An exciting opportunity has arisen for a dedicated Contact Centre Manager to join a leading technology company. This pivotal role involves providing technical operational services, consulting, and implementation support within the European Regional Office, enhancing customer service operations across Europe.
The ideal candidate will possess extensive knowledge of customer service business practices and business applications, with experience in enterprise software solutions consulting being highly advantageous.
Qualifications and Experience:- Minimum of 3 years’ experience as a Team Leader, Data Analyst, Quality or Training Manager in a BPO/contact centre, or as a Manager in a brand customer service/contact centre team
- Strong analytical and presentation skills, with proficiency in MS Office
- Familiarity with Contact Centre as a Service (CaaS) systems such as SAP, Salesforce, Hybris, and related processes
- Excellent arbitration and coordination skills to manage potential disputes among BPOs, subsidiaries, and headquarters
- Ability to derive valuable insights through strong data literacy skills
- Flexibility and willingness to travel within and outside Europe as required
- Strong interpersonal skills within an intercultural working environment
- Comprehensive understanding of the latest contact centre solutions/platforms and voice networks (IVR, CTI) is a plus
Locations
Contact Center Manager employer: Cornucopia IT Resourcing
Contact Detail:
Cornucopia IT Resourcing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Center Manager
✨Tip Number 1
Familiarise yourself with the latest trends in contact centre technology, especially CaaS systems like SAP and Salesforce. This knowledge will not only help you during interviews but also demonstrate your commitment to staying updated in the field.
✨Tip Number 2
Network with professionals in the contact centre industry through platforms like LinkedIn. Engaging with others can provide insights into the role and may even lead to referrals, increasing your chances of landing the job.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer service operations in previous roles. Highlighting your analytical skills and successful implementations will showcase your ability to enhance performance in a similar position.
✨Tip Number 4
Be ready to demonstrate your interpersonal skills by discussing how you've effectively managed teams or resolved conflicts in past experiences. This is crucial for a managerial role, and showing your capability in this area can set you apart from other candidates.
We think you need these skills to ace Contact Center Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in contact centre management, customer service practices, and any specific software solutions mentioned in the job description, such as SAP or Salesforce.
Craft a Compelling Cover Letter: In your cover letter, emphasise your analytical skills and experience in managing teams within a BPO or contact centre environment. Mention specific achievements that demonstrate your ability to enhance customer service operations.
Showcase Your Technical Skills: Clearly outline your proficiency with MS Office and any CaaS systems you are familiar with. Providing examples of how you've used these tools to improve processes can set you apart from other candidates.
Highlight Interpersonal Skills: Since the role requires strong interpersonal skills, include examples of how you've successfully managed disputes or coordinated between different teams. This will show your capability to thrive in an intercultural working environment.
How to prepare for a job interview at Cornucopia IT Resourcing
✨Showcase Your Leadership Experience
As a Contact Centre Manager, your leadership skills are crucial. Be prepared to discuss specific examples of how you've successfully led teams in the past, focusing on your ability to motivate and develop staff.
✨Demonstrate Analytical Skills
Highlight your analytical capabilities by discussing how you've used data to drive decisions in previous roles. Prepare to share examples of how you've derived insights from data to improve customer service operations.
✨Familiarity with Relevant Technologies
Make sure to mention your experience with CaaS systems like SAP or Salesforce. Familiarise yourself with the latest contact centre solutions and be ready to discuss how these technologies can enhance customer service.
✨Intercultural Communication
Given the role's European focus, emphasise your interpersonal skills and experience working in diverse environments. Share examples of how you've effectively communicated and resolved disputes in an intercultural setting.
