Customer Contact Centre Manager | Fashion | 9-12 month FTC

Ecommerce Customer Service Ops Manager | 9-12 month Mat Cover | Luxury
London
£55-60k +bens

This iconic global fashion and lifestyle brand are looking for a Contact Centre Manager on a maternity cover contract, starting mid-February 2021. They are a huge brand, with major operations and they outsource customer service to an agency, you will be the primary contact between the business and vendor. This is a fast paced role in an exciting business – great brand to have exposure to.

The Role

You will be responsible for managing the day-to-day operational relationship with the agency, this will include:

• Ensure day-to-day operational delivery of exceptional levels of customer service and customer experience.
• Identify and continuously improve Contact Centre processes to optimize performance, service and costs.
• Translate the brand vision to the vendor, ensuring quality interactions with customers.
• Analyze performance across all agreed KPI’s.
• Act as the bridge between the Contact Center and the Business.
• Contribute to RFP’s and negotiations/maintenance of LOI’s and SOW’s.
• Work with the Director to assist with the design of the ongoing strategy that aligns with EU growth and global plans.
• And more…

You

This role needs someone to hit the ground running, you will need:

• Previous experience managing a contact centre is essential, preferably within an ecommerce and luxury retail environment.
• Experience with quality management, budget planning, capacity management, hiring, effective coaching techniques, action plan development and operational best practices.
• Documented track record of successful performance and change management, as well as the ability to identify opportunities for continuous improvement.
• Experience across all channels ; phone, email, chat, social etc.
• Knowledge of Contact Centre Tools/technology and processes
• Ability to travel to vendor site on a regular basis.

Benefits

This list is endless! They’re a big global brand and they look after their staff, here is a few things you can expect:

• Discounts
• Flexi hours
• 25 days holiday
• Summer Friday hours
• Fitness club discount
• Pension
• Health Insurance
• Life Insurance
• And so much more!

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