Senior Contact Centre Manager - Coventry
An exciting opportunity has arisen to join a customer focused utilities company in a role to provide inspirational leadership to ensure that all the teams in incident management deliver exceptional customer experience whilst meeting challenging performance targets.
This is a great opportunity to work for a company and industry sector that is going through significant change with ultimate focus on providing a best in class customer experience.
As a member of the senior management team you will proactively contribute to delivering the Customer Department’s wider goals. You will be accountable for SLA achievement in line with the company and regulatory requirements. You will also be responsible for the wider development of your team and team leaders.At the same time the role require significant gravitas to engage at senior level and have a strategic focus in leading a customer contact division - you need to have the strategic ability to create and deliver 3-5 year plans.
What we’re looking for
-In order to succeed in this role it is expected that you will have Substantial experience of working in a Customer Centric related role with proven success in delivering customer satisfaction
-Demonstrable experience of successfully leading, developing and motivating teams particularly in a changing environment.
-A proven track record of championing and delivering performance improvements through the appropriate use of people, process and technology channels in a fast paced environment
-Experience of working in a customer operational focused area and an understanding of an operational customer care delivery environment - to include managing businesses through periods of incident
-Strong leadership skills and a passion for developing self and others.
-Self-disciplined and experienced in managing own workload.
-Previous experience of operational campaign planning and delivery.
-Excellent communication skills, with the ability to influence, be a natural negotiator and confident in dealing with Senior Managers.
-Self -motivated, results driven and a strong desire to succeed.
-Good understanding of Microsoft applications for data analysis and presentations.
-Proactive, analytical, confident in working with data and making data driven decisions.
-A positive problem solver.
-Previous experience of driving Customer Experience in a corporate environment - ideally at FTE250 Company or above.
-Presence with your stakeholders, and outstanding management and engagement.
-Passionate about, and motivated to, delivering a world class customer experience.-