Contact Centre Manager (Digital)
|Company:||Douglas Jackson||Location:||Lichfield, Staffs, United Kingdom|
|Posted:||Friday, February 23, 2018||Closing:||Friday, March 23, 2018|
|Employment Type:||Permanent, Full Time|
|Hours Per Week:||40|
|Yearly Earnings:||50,000.00 GBP|
Job Ref: DJJM1149
Job Title: Contact Centre Manager (Digital)
Job Location: Midlands
Salary – Up to £50,000+ bens
Reporting to the Customer Service Director, this role is within a highly regarded organisation operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the digital transformation and service delivery across the business.
Some of the responsibilities will include:
- To ensure first-class customer experience in all interactions
- Performance management of both team managers and team members, including driving a coaching culture and planning training programmes
- Driving engagement and loyalty of employees, through development of reward schemes and recognition
- To consistently review people and process to deliver operational efficiencies and customer excellence
- Provide lead on digital change programmes looking at automation and web chat
- Develop and maintain effective working relationships will all internal / external stakeholders
The ideal candidate will have a passion for digital solutions, looking at customer journey and processes to bring in efficiencies across the contact centre as well as coaching and developing staff through process and cultural change. Must have a very hands on attitude, understand customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. Individuals with excellent communication skills, who can cite significant experience of managing process efficiencies, lean methodology, people, change and making commercial decisions, in conjunction with multiple stakeholder groups, may have an advantage.
To apply for this position please forward a copy of your CV to: email@example.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.
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Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.
Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship
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