Contact Centre manager - Customer Service Operations - Consumer Retail
* 12 month contract inside IR35
* 3 days onsite (KT16) 2 days WFH
* Work hours - 9am to 5:30pm
We are looking for a Contact Centre Manager with a background in customer service operations at a leadership level. The role will support eStore channels across UK and European countries.
Key Accountabilities:
* Supervise the progress of the Contact Centre operational status by analysing meaningful metrics across the channels (voice, chat/email, social messaging, in-app channel etc) at the local level and European level on the regular basis
* Build targets of core CS metrics by collaboratingwith HQ and local subsidiaries
* Improve BPO audit planning including audit criteria and conduct audits
* Plan and conduct mystery shopping on customer journey:
- Reviewing and improving the survey methodology
- Monitoring sample allocation status
- Calibration of scores/scenarios with local managers
- Setting up the alert for the immediate performance improvement
- Gathering/sharing the insights in collaboration with Insight Team/Vendor
1. Resolve local and regional Contact Centre quality and operation issues by having a regular engagement with relevant partners through regular conference call or on-site visit/meeting.
2. D...