Contact Centre Manager

Contact Centre Manager required for our central government client based in Cheadle Hulme to start ASAP until 31st March 2014.

MAIN DUTIES/RESPONSIBILITIES
The Contact Centre Manager will work as part of the DBS Front Door and will be supporting the delivery of customer service transformation across all of DBS's contact centre operations while delivering the business as usual service delivery.

Main responsibilities include the following:

- Operational delivery of contact centre
- Maintain effective relationships with internal and external stakeholders and colleagues to enable successful operational delivery.
- Provide line management support for the staff members responsible for the day-to-day delivery of the DBS contact centre operations ensuring that all Service Level Agreements and metrics are delivered per contractual and operational commitments
- Lead on all aspect of people management within the contact centres.
- Processes

a. Formally monitor and report upon all transformation changes to contact centre operations
b. Ensure best practice business processes are active and fully documented including workforce planning, performance management, root cause analysis and continuous improvement
c. Provide management information and performance reporting as required.
d. Manage the quality assurance of information and services delivered by the contact centres.
e. Ensure that services meet customer and business requirements in line with SLAs and KPIs. f. Develop and manage the Service
- Catalogue, Business Continuity Plan and Risk Register.

iii) Systems
a. Develop and manage the Service Catalogue, Business Continuity Plan and Risk Register.
b. Escalation and issue management and communication of system downtime to resolution working with DBS colleagues
c. Support initiatives to ensure technology is fit for purpose and aligns to Front Door strategic direction - Support delivery for DBS contact centre transformation project
- Provide support for DBS colleagues working on the DBS contact centre transformation project
- Implementation activity for a range of substantial contact centre change initiatives impacting organisation structure, infrastructure, processes and technology
- Support communications for both customers and staff
- Work with colleagues from other DBS Front Door customer service projects to ensure alignment
- Act as a customer advocate and champion.
- Implement an end-to-end programmes for customer satisfaction monitoring, customer insight and analytics capabilty for the contact centre
- Provide contact centre and customer service SME expertise across all DBS
- Pro-actively input into business solutions from across DBS at the initial concept and design stages
- Implementation of contact centre accreditation

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.