Posted Sep 19, 2019 3 views
We are a UK based contact center with currently branches in the UK and South Africa. We are looking at setting up a new contact center in Pakistan to assist with our expansion plans. We primarily handle inbound / outbound calls for companies based in the UK and US
We are looking for an experienced Call Center Operation Manager that is Fluent in speaking and written English and has vast previous experience in working in a call center and has been responsible for recruiting, training and managing such staff.
We take every step to ensure an excellent experience for all our clients and the customer services we offer.
We are looking for an experienced Contact Center Operations Manager – Customer Services will primarily be responsible for the day to day running and people management of the Customer Services Contact Center. Directly managing a team of team of staff whom will also be based in Pakistan and you will need to ensure the effective coaching and leading a 300 FTE multichannel, multi-site operation to meet and exceed monthly key performance targets.
Key responsibilities will Include
Recruitment of Team leaders and Call Center Agents.
Driving and developing your team to achieve results through implementation of coaching & development methodologies
Consistently being an advocate for the customer; using Customer Satisfaction (CSAT) scores and customer experience information to improve the team's service quality
Proactively identifying opportunities for improvement and analysing, interpreting and acting upon performance data, market awareness and feedback
Pursuing contact centre operational excellence through meeting best in class Service Level, Adherence and Absence Management & other key KPI’s and targets
Creating a culture which puts the customer at the heart of every decision made
Empowering colleagues to use their initiative to ensure first contact resolution
This is a high-profile position, The successful candidate will have an absolute focus on the customer and a strong, inspirational leadership style gained in a call centre environment, ideally within a similar industry. With demonstrable experience of leading a large, multi-product contact centre ideally with multi-site responsibility and experience of managing multiple levels of management, you will have excellent communication skills, and be comfortable presenting to senior management and stakeholders. The role will suit someone who is passionate about delivering customer service and is able influence others, drive change and enhance the customer experience.
Rewards and Benefits
As an employee of the Contact Center Group, we will be offering genrerous Bonuses intentives to both the call center agents and the appoointed branch manager which will be based upon achieving target goals.
Please only apply for this post if you are able to demonstrate that you have the qualifications and previous experience to prove you are more than qualified for the available position.
Skills
Job Details
The Contact Centre 247
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