Omni Channel Contact Centre Manager
Grantham

About the Role

This is a fantastic opportunity for someone who has proven experience of managing and developing a team in a contact centre environment.  The role is to lead and grow the OMNI channel of a business, developing the current channels to enhance the customer experience.

About the Role:

  • Lead, manage and motivate a team of digital advisors to provide exceptional service through web based communication
  • Grow and develop the digital team, implementing performance reviews, coaching and development to create a culture of customer service excellence
  • Working with the omni channels, including live chat, social media platforms and email to enhance the customer experience
  • Work with the business to enhance the digital strategy to drive the business to reach the goals of improving the customer experience
  • Always aim to improve the current digital channels, keeping a well informed approach to ensure the business is providing for their customers
  • Analyse and interpret all statistical information, presenting this to the senior stakeholders
  • Build relationships across the business

Required Skills and Experience:

  • Proven experience of managing in a contact centre environment to include the omni channel
  • Experience of managing a team of advisors in a digital environment
  • Proven experience of working with a business through the growth of the omni channel
  • A proactive and forward thinking approach to improving business operations
  • A good analytical understanding of data
  • Ability to build relationships across the business

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