Overview
Role Overview: Oversee the contact centre to ensure ticket buyers receive the best possible experience while managing team performance and operational efficiency.
Responsibilities
* Provide the best possible experience for ticket buyers
* Set, monitor, and meet contact centre rota and performance targets for efficiency and quality
* Manage the daily operation of the contact centre, including coaching and motivating agents
* Identify training needs and develop/deliver training material
* Record statistics, user rates, and performance levels, preparing reports as required
* Handle matters requiring escalation
Requirements
* 3+ years in customer service management, preferably in ticketing or live events
* Strong leadership, coaching, and team management skills
* Excellent communication and problem-solving skills
* Experience with contact centre tools and CRM systems
Seniority level
* Associate
Employment type
* Full-time
Job function
* Customer Service
Industries
* IT Services and IT Consulting
Location: London, United Kingdom
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