Managed Service Centre/Contact Centre Manager

MANAGED SERVICE CENTRE/CONTACT CENTRE MANAGER

SALARY £40K

BASED IN NORTH WEST LONDON (NW10)

Experis are recruiting a Managed Service Centre/Contact Centre Manager on behalf of a FTSE 100 Engineering Support Services organisation to ensure excellent customer experience is delivered on a major contract.

THE MAIN RESPONSIBILITIES FOR THIS ROLE ARE AS FOLLOWS:

- Implement a standardised Managed Service Centre Delivery ensuring each customer experiences the best contract delivery
- Review daily GOS across all contracts providing guidance to call supervisors
- Review and monitor trends, guiding supervisors on resource levels and call routing
- Review abandoned call process and implement customer call back process
- Review out of hours call coverage to ensure a full 24/7 operational coverage across all contracts
- Maximize call quality
- Implement processes to reward excellent performance
- Manage under performance
- Understand and support team leaders with administrative duties across the contracts and offer guidance
- Manage and support the transport supervisors in delivering mobile maintenance support
- Work with the Service Delivery Team implementing the standardisation process across the contract

THE SUCCESSFUL CANDIDATE WILL DEMONSTRATE THE FOLLOWING SKILLS AND EXPERIENCE:

- Extensive inbound call centre management experience
- Previous experience of managing large teams
- Previous experience of delivering KPIs, SLA's and achieving targets
- Proven ability to review trends and plan resources
- Experience in a fleet/logistics call centre would be advantageous

THIS IS AN EXCELLENT OPPORTUNITY FOR AN EXPERIENCED CALL CENTRE MANAGER TO JOIN A LEADING ENGINEERING SUPPORT SERVICES ORGANISATION.

If you have the experience and proven ability to deliver on KPIs then I would like to hear from you. Apply online, send your CV direct or call me for more information.