Contact Center Manager

Role and Responsibilities The role will report into the Customer Director for the Contact Center and will be responsible for the following: Customer

• All BPO Contact Centre operations

• Delivering service excellence by meeting or exceeding all Client SLA's

• Achieving call quality requirements

• Acting as a role model and setting standards for the team in respect of being customer focused and treating customers fairly

• Embedding a “right first time” mentality, and a “first time resolution” philosophy

• Client communication and relationship management as and when required

• Participating in or leading new business bids

• Onboarding and managing new customers seamlessly as the Contact Center wins new business

• Leading Client change projects that impact on Contact Centre operations People

• Coaching and development of Contact Centre Team Leaders

• Managing team in line with HCL HR policies

• Ensuring the team is always fully resourced with minimum attrition, sickness levels etc

• Ensuring the team is fully trained in order to deliver quality service, whilst meeting our regulatory requirements Technology

• Monitoring industry best practice in the Contact Centre environment, and produce business cases supporting change as appropriate Maintaining the Contact Center' telephony Disaster Recovery Plan Efficiency

• Managing within Contact Centre annual financial budget

• Ensuring team members are utilised to optimum levels, identifying savings as they become apparent

• To be a key leader in the Contact Center transformation programme Contractual & Commercial Awareness

• Ensuring contractual adherence at all times

• Being commercially aware in order to manage costs and optimise revenue Qualifications and Education Requirements Preferably degree / professional qualification, a minimum of 5 years internal Contact Center experience or 5 years experience managing a Contact Centre of at least 50 seats ideally within the financial services industry. Skills/Knowledge/Experience

• Knowledge and experience of Contact Centre best practice (inc resource planning, knowledge management & technology)

• Responsible for the guidance and development of your team so it is essential one is a good communicator, able to inspire your team and spot potential. Man (or woman) management skills are a must.

• Management is key

• Build and maintain internal and external/sector-wide relationships

• Self-motivator with the ability to work with ambiguity

• Ability to lead and motivate new teams quickly and effectively

• Mentally agile and decisive – good numerical understanding and sound commercial judgment

• Able communicator. Persuasive and articulate, able to influence and negotiate as necessary

• Understands the risks faced by the team and the controls in place to manage and mitigate risks Required work experience: Experience of managing a UK-based Contact Centre of at least 50 seats is essential & experience in Pension & Insurance industry How many people is a Contact Centre manager likely to manage? Anything from 40 -100 direct and indirect (dependent on the size of business).