My Client is seeking a Customer Service Manager to inspirationally lead and motivate several teams in the successful delivery of their business strategy and objectives through excellent customer service.
The customer service manager needs to be adept at balancing customer, commercial and employee objectives and ensure delivery against strategic and operational objectives. There is a requirement to demonstrate the commercial acumen to drive business success within their centre whilst being mindful on overall impact on P&L. This role needs to lead and inspire flawless execution of the service vision through unwavering passion, authenticity and dedication
THE ROLE·
-Drive a competitive and passionate service culture to deliver against the service vision and create commercial value through maximising sales opportunities
-Manage the contact centre through commercially sound leadership that delivers against the key performance indicators
-Proactively utilise management information to identify gaps in process and people performance and execute continuous improvement plans
-Drive, coach and manage the performance of Team Leaders to deliver against defined KPI's
-Role model the service vision and connect with the service experience by handling high level escalations and taking customer calls every month
-Inspire high levels of motivation and commitment through constant communication of business/centre strategy, direction and performance
-Bring insight to the centre through keeping abreast of contact centre industry developments and best practice approaches that can inform future strategies
-Proactively real time manage intra-day service levels through effective planning, leadership visibility, controls and communication
-Manage the communication between operations and resourcing and planning when delivering in the Duty Manage role
-Contribute to the development of key areas of the centre through ownership and management of a specific function/relationship to drive improvement and realise additional business value
-Drive a culture of accountability and discipline where execution of policy and process is concerned at all levels in the centre
-Manage outwards as well as up and down, to capitalise on best practice elsewhere in the business and contribute to the delivery of a successful end to end service experience
THE PERSON
-Experience in managing, motivating and leading large teams of people
-Knowledge of contact centre dynamics and volumetrics
-Experience of operating within an environment of service excellence
-Experience in working within a high performance environment with the necessary skills to tightly manage performance
LEADERSHIP COMPETENCIES
-Creates a compelling future
-Inspires other to achieve
-Putting our customers first
-Delivers great performance
If you have all of the above ESSENTIAL skills then apply by sending your CV to Lizette Metcalfe at lmetcalfe@genesisassociates.co.uk |
