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Contact Centre Manager (Retail Omnichannel)
About the Role
A new and exciting opportunity has arisen for one of the UK’s fastest growing, disruptive retailers! In the past 12 months the business has grown 10 fold and continues to expand rapidly!
We are looking for an experienced Contact Centre Manger who has a background in delivering exceptional Customer Service in a highly digital, forward thinking business (preferably retail). Our clients customer base is growing so quickly the challenge is to provide the same award winning level of service and support without growing the customer service operation at the same fast pace!
*** The contact centre is presently in London, this role will be based in the offices in London ***
This role is a true omnichannel role, with responsibility for telephony, webchat, chat bot, social media and email correspondence.
As a Contact Centre Manager, you will instil a performance culture across the team, working closely with trainers and compliance, to ensure service standards are upheld. You will analyse service level trends and implement service improvement programs, to ensure key regulatory objectives are reviewed regularly and achieved. You will have demonstrative experience of how you have created efficiencies by implementing robust methodologies to drive proactive improvement of customer satisfaction, complaint management, quality, accuracy, and first contact resolution. You will have strong leadership skills, be able to inspire, coach and develop your team, ensuring they, and the department, reach their full potential.
To be considered you must have led a truly omnichannel Contact Centre Operation and be used to identifying and leading on the implementation of new processes and systems.