Contact Centre Manager
Edinburgh

About the Role

We have been approached by rapidly growing organisation to source an experienced Contact Centre Manager to lead a B2C operation.

The successful candidate will have an exceptional background in leading a complex Contact Centre Operation, empowering and developing individuals to fulfil and exceed their potential and fanatical about customers and obsessed with growth. This is an exceptional opportunity for a strategic thinker to add immediate value that will in turn improve customer satisfaction.  

Responsibilities


  • Oversee coaching and development of Customer Service Operation with the support of team managers, to deliver world class experience to external business partners.
  • Analysing trends within the organisation and functions, in relation to service drivers and upheld ratios.
  • Driving change within the function to continually innovate processes to improve service handling efficiency
  • Adhere to processes/procedures to ensure that compliance activities are fully and accurately documented as required
  • Resource planning, both for immediate and long-term headcount, training and tools/software for the Contact Centre colleagues

Essential Experience


  • An ambitious and creative leader of Contact Centre operations with excellent stakeholder management both internally and externally and ability to collaborate with all functions
  • Has successfully managed a team in a customer-focused organisation
  • Proactive problem-solving skills and the judgement to make evidence-based decisions
  • An analytical mindset and drive to delve into data to reach accurate outcomes
  • Is a Change Manager who can drive and lead change throughout the Operation.


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