Contact Centre Manager

Contact Centre manager - Customer Service Operations - Consumer Retail

• 12 month contract inside IR35
• 3 days onsite (KT16) 2 days WFH
• Work hours - 9am to 5:30pm

We are looking for a Contact Centre Manager with a background in customer service operations at a leadership level. The role will support eStore channels across UK and European countries.

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 the regular basis
• Build targets of core CS metrics by collaboratingwith HQ and local subsidiaries
• Improve BPO audit planning including audit criteria and conduct audits
• Plan and conduct mystery shopping on customer journey:

- Reviewing and improving the survey methodology

- Monitoring sample allocation status

- Calibration of scores/scenarios with local managers

- Setting up the alert for the immediate performance improvement

- Gathering/sharing the insights in collaboration with Insight Team/Vendor

• Resolve local and regional Contact Centre quality and operation issues by having a regular engagement with relevant partners through regular conference call or on-site visit/meeting.
• Develop and lead on European CS operation guidelines and policies across all customer touchpoints including service level, operation process etc, and collate new requirements on existing process to ensure the consistency of Contact Centre Excellence across Europe.
• Investigate and analyse operation cost on a regular basis and provide the insights to internal partners as to where the cost should be invested, optimised or even removed.

Essential:

• At least 3 years experience as a Team Leader, Data Analyst, Quality or Training Manager on 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 can-do demeanor with strong MS Office skills.
• Familiarity of CaaS System such as SAP, Salesforce, Hybris etc. and its process.
• Arbitration & coordination skills to manage potential disputes between BPOs/subsidiaries/HQ.
• Ability to gain the valuable insights through the strong data/information literacy skill.
• Flexible and willingness to travel within and outside of Europe as and when required.
• Strong inter-personal skills under inter-cultural working background.
• Comprehensive understanding/knowledge on the latest Contact Centre solutions/platforms & voice network (IVR, CTI, etc.) is a a plus.

*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.