Job Description

The role will report into the Managing Director of the business and you will sit on the Senior Leadership Team therefore strong stakehlder management skills are essential for this role.

Key focus for the role will be to implement new processes and procedures to streamline and automate functions within the business.

You will be responsible for managing the scheduling and customer service contact Centre, ensuring smooth scheduling services to the customers and clients.

You will also be involved in the continuous and ongoing development of the team and identifying solutions to weakness areas in the contact Centre.

Key duties:

- Successfully managing the contact Centre operation according to the Business Plan and KPI's - ultimately creating an environment of excellence in delivery

- Create a culture within the contact Centre that puts the customer at the heart of every decision

- Coach, lead and support the team to meet and exceed targets in line with the KPIs set

- Forecast work volumes and resource required to ensure KPIs are achieved

- Working closely with the Business Analyst to identify areas for improvement to enhance the customer experience and exceed SLAs

- Work closely with the MD to develop the longer term customer service strategy

- Research and implement new technology to streamline processes to increase productivity and profitability

- Accountable for department budget

- Provide support and assistance to all other team members as and when required by undertaking any other duties and becoming involved in ad hoc projects

Required Knowledge, Skills, and Abilities

The ideal candidate must thrive in a fast paced environment. You MUST have experience managing large or multiple contact centre teams (ideally above 25 FTE). The client is open to both corporate and SME background but you must have commercial/business acumen and have the necessary skills to implement new frameworks and processes.