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- Tasks: Lead and optimise Contact Centre operations using data-driven insights and technology.
- Company: Join a global IT business focused on innovative customer service solutions.
- Benefits: Enjoy a fixed-term contract with opportunities for professional growth and development.
- Why this job: Be part of a dynamic team enhancing customer experience across Europe with cutting-edge technology.
- Qualifications: Strong knowledge of customer service practices and familiarity with CaaS systems like SAP and Salesforce.
- Other info: This role offers a chance to work with advanced analytics and improve operational efficiency.
The predicted salary is between 36000 - 60000 £ per year.
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 with CaaS Systems such as SAP, Salesforce, Hybris, etc., and their processes 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.
Contact Centre Manager - 12 month fixed term contract. employer: Institute of Communication
Contact Detail:
Institute of Communication Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager - 12 month fixed term contract.
✨Tip Number 1
Familiarise yourself with the specific CaaS systems mentioned in the job description, such as SAP and Salesforce. Understanding their functionalities and how they integrate into contact centre operations will give you a significant edge during interviews.
✨Tip Number 2
Prepare to discuss your experience with performance analytics and how you've used BI tools in previous roles. Be ready to share specific examples of how you've set KPIs and benchmarks to improve customer service outcomes.
✨Tip Number 3
Showcase your knowledge of operational optimisation techniques, such as BPO audits and customer experience surveys. Highlight any past successes in enhancing customer experience through data-driven insights.
✨Tip Number 4
Demonstrate your leadership skills by preparing examples of how you've facilitated knowledge-sharing sessions or workshops in the past. This will illustrate your ability to align teams and ensure operational consistency across regions.
We think you need these skills to ace Contact Centre Manager - 12 month fixed term contract.
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service management and familiarity with CaaS systems like SAP and Salesforce. Use specific examples that demonstrate your ability to optimise operations and enhance customer experience.
Craft a Compelling Cover Letter: In your cover letter, emphasise your knowledge of performance analytics and operational optimisation. Mention any relevant experience with BI tools and how you've successfully implemented data-driven strategies in previous roles.
Showcase Leadership Skills: Highlight your leadership experience in managing teams and facilitating knowledge-sharing sessions. Provide examples of how you've used collaboration tools to ensure alignment across different regions or departments.
Demonstrate Analytical Abilities: Include specific instances where you've conducted cost analysis or utilised predictive models to improve resource allocation. This will show your potential employer that you can contribute to cost efficiency in their operations.
How to prepare for a job interview at Institute of Communication
✨Showcase Your Knowledge of CaaS Systems
Make sure to highlight your familiarity with CaaS systems like SAP, Salesforce, and Hybris during the interview. Be prepared to discuss how you've used these tools in previous roles to optimise operations and improve customer service.
✨Demonstrate Data-Driven Decision Making
Since the role involves leveraging data analytics, come equipped with examples of how you've used performance metrics and BI tools to drive operational improvements. Discuss specific KPIs you’ve set and how they impacted customer experience.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding issue resolution and operational optimisation. Prepare scenarios where you've successfully addressed quality issues or enhanced customer experience through innovative solutions.
✨Emphasise Leadership and Collaboration Skills
As a Contact Centre Manager, you'll need to lead teams and collaborate across regions. Share experiences where you've facilitated knowledge-sharing sessions or workshops, and how these initiatives improved team performance and alignment.
