PayPoint - Careers
Contact Centre Manager
Welwyn Garden City
9/1/2019

MAIN PURPOSE OF ROLE:
 
Develop a high performing team culture that delivers market leading support to our Retailer Network.
 
Drive transformational change leading to a reduction in repeat calls, increase in productivity, enhanced staff engagement, reduced costs and improved customer satisfaction.
 
Champion the voice of the customer and opportunities to resolve issues within the first contact. Where this is not possible collaborate, agree, measure and review 2nd line handoff performance with cross functional management to ensure high standards are maintained.
 
Prepare an annual plan, agree measures and report progress v KPIs on a weekly / monthly / quarterly and annual basis to senior management.
 
KEY RESPONSIBILITIES:
  • Drive employee engagement and overall performance to ensure delivery of business plan on time within budget.
  • Develop strong stakeholder relationships and establish both formal and informal processes that facilitate effective information flow, problem escalation and problem response within agreed and measured SLAs.
  • Build and implement an operational framework with your team ensuring real time workflow is monitoring and matched to available staff to optimize efficiency.
  • Work with development community as and when required to ensure that your team supports new initiatives and that these initiatives align to operational considerations delivering highly efficient and customer focused processes.
  • Coach and mentor your managers to develop their team and deliver increased benefit to company whilst also growing their own skill and knowledge levels.
  • Provide and demand feedback from cross functional stakeholders which support continuous review and improvement.
  • Implement a role based skill, knowledge and accountability matrix for all levels in your organization ensuring you maximize empowerment to the front line.
                                                                                                                       
QUALIFICATIONS AND EXPERIENCE REQUIREMENTS


Essential:
  • Minimum of 5 years B2B multi-channel Contact Centre management experience
  • Working knowledge of Lean improvement techniques
  • Proven track record of coaching staff though the delivery of change
  • Solid experience of managing people ideally gained in a customer service environment
  • Proven ability to performance manage staff
 
Desirable:
  • Knowledge of utility or payment markets.
  • Improvement qualification in Lean or Six Sigma
 

PERSON SPECIFICATION

 
  • A natural leader, change agent and coach with excellent interpersonal and influencing skills.
  • Self-starter with a track record of delivering operational change
  • Credible and comfortable in presenting to senior managers.
  • Strong team player who is flexible and supportive to the needs of other individuals and business.

 

ADDITIONAL REQUIREMENTS/INFORMATION (e.g. hours, shift work, travel)

  • Office hours 09.00 to 17.15 hours - however flexibility to come in earlier and stay later is essential;
  • Provide 2nd line escalation support in line with Contact Centre Opening Hours
(08.00 – 20.00 Mon-Fri, 8:00-18:00 Sat and 10:00-16:00 Sun)
 
 
 

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