Contact Centre Operations Manager

My client, a global consumer giant, is on the hunt for a Contact Centre Operations Manager to join their team on a 12-month contract from their Surrey offices.

Purpose of the Role

To manage the contact, liaison and SLA performance management of our Online Contact Centre, delivering 90% C-SAT – 80% NPS in conjunction with our Shop Customer Services team.

To champion and deliver the highest standards of customer service in line with our premium brand, working with the Contact Centre, Online and Operations teams to ensure brand enhancing recovery as required.

To deliver effective planning to ensure we are prepared for the numbers of contacts that our ambitious commercial plans will generate.

To work with the online team and key stakeholders to analyse the key contact issues and provide upstream solutions to reduce future contacts and improve customer satisfaction.

To support the Innovations Manager to deliver effective stock management, maximising availability, sales opportunities and minimise customer disappointments.

Day to Day

• Daily monitoring of Contact Centre key performance indicators to identify potential trends where targets are not being achieved
• Review and coordinate with Contact Centre in relation to staffing levels to underpin achievement of performance targets
• Monitor pending queues/worklists containing follow up/escalation actions required related to General and Technical advice enquiries to ensure that:
  • All customer enquiries are resolved effectively within target timelines
  • Potential risks of complaint or claim from customers are averted
  • Key issues can be escalated back to outsource Contact centre partner for resolution

• Perform regular quality assurance exercises including monthly call, email and chat calibration sessions, weekly live listening and test/mystery shop calls, emails and chats in order to help determine standard of service provision and knowledge gaps. Report findings within the business and back through to managers responsible for quality within the Outsource Contact Centre operation
• Maintain local data bank of good/poor telephone calls between contact centre agents and customers
• Responsible for coordinating required activities relating to new product and services launches and marketing campaigns.

Key Competencies/Characteristics…

• 3-5 years Ecommerce experience
• Outbound sales experience
• Experience of and enthusiasm for customer service and customer experience
• Experience of using CRM tools and systems
• Good written English with accurate spelling and grammar
• Excellent communication skills; Able to adapt message to audience in person, on the telephone or in written communications
• Willing and able to build relationships with people at all levels and across multiple departments
• Ability to represent the business in relationships with suppliers and partners
• Ability to multitask, effectively prioritise and meet deadlines in a fast-paced environment
• Highly organised, ability to work under pressure and to challenging timelines
• Proficient in Microsoft™ Office products
• SAP and Excel proficiency
• Working knowledge of planning software
• Strong proven analytical skills
• Tenacious approach to problem solving
• Team player with an ability to work independently
• Enthusiastic and positive attitude

If keen to apply, email CV to tbradley@welovesalt.com.

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