Customer Service Contact Centre Manager
1 month ago
ManagementUse an inspirational leadership style to deliver consistent customer service.Performance manage the outputs of the team in line with perform.....
Management
- Use an inspirational leadership style to deliver consistent customer service.
- Performance manage the outputs of the team in line with performance management frameworks and standards, ensuring robust documentation is maintained
- Adhere to the framework of excellence and a work ethic focused on driving the right outcome first time
- Manage key stakeholders in the business through effective planning, organisation and communication.
- Build relationships and work collaboratively with the UK team and integrate the Malaysia teams with the UK ways of working
- Be an active and effective contributor to the management team, contributing to the overall strategy of the Contact Centre Operation.
- Provide guidance and coaching to Team Managers in relation to their People Management skills
- Drive best practice in People Management tasks such as performance management and regular 1:1s
- Identify and promote best practice whilst developing both the Customer service and Supporting teams.
- Design and manage deployment of Contact Centre improvements which promote innovation and excellence
- Develop, manage and ensure operational teams achieve key service metrics and maximise sales opportunities.
- Ensure all stakeholders receive clear information contact centre re planning, forecasting of promotions and sales campaigns in the contact centre
- Be accountable for the co-ordination and production of associated reporting relating to Contact Centre operations.
- Establish, promote and develop effective relationships within the business to drive a multichannel strategy.
- Monitor and manage the attendance and conduct of the teams, ensuring that all relevant return to work interviews and behavioral/conduct issued are documented/completed and taking the appropriate and timely action
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