Contact Centre Operations Manager

Content & Social Media

Surrey Contract / 12 Months £150.00 - £250.00 per day

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.

This job ad was posted by Salt. To find out more about Salt’s Privacy Policy and how your application is processed, please visit our website https://www.welovesalt.com/privacy-policy/.

Job Reference: JO-1810-141157

Salary: £150.00 - £250.00 per day

Salary per: Day

Job Duration: 12 Months

Job Start Date: 22/10/2018

Job Type:

Job Location:

Apply Now

Here are some related jobs

Content & Social Media

Head of Social – B2B Agnecy

Head of Social- £65K - Top B2B PR & Communications Agency The Company This role is working for an award-winning PR & communications agency specialising in B2B & Tech but…

£55000 - £65000 per annum + Benefits
Content & Social Media

Copywriter – Fintech!

Copywriter - FinTech start up!£45K, London My client is a leading start up revolutionising Finance specifically for SME's. They are seeking a versatile, digital copywriter to join their fast growth,…

Up to £45000.00 per annum
Content & Social Media

Managing Editor (UK)

Managing Content Editor £50K, London The Opportunity My client, is a growing Content Marketing business with European scope. Due to a new client win, they are looking for a Managing…

Up to £50000.00 per annum
×
UK

Upload your CV

Upload your CV and one of our consultants will be in touch with you as soon as possible.






Please let us know where you are, or where you would like to be in the world so we can point you in the right direction.

  • Click here to find out more about Salt's Privacy Policy
  • This field is for validation purposes and should be left unchanged.

Cookie Consent×

Salt uses cookies to improve the user experience of our site. Cookies allow you to have a more enhanced journey through the site when searching for a specific job or location. They also allow for social sharing through Facebook, Twitter and LinkedIn. Whose doesn’t like cookies? Unfortunately it’s not those kind of cookies we are referring to but they are there to help us understand how our site is being used and give you a better service. You can find out more about how Salt uses cookies here. By continuing to use the Salt site you are consenting to use our cookies.

OK