£35000 - £38000 per annum + benefits
9 months ago
Contact Centre Manager - Luxury Retail
c£38,000 + benefits
We are seeking an experienced Contact Centre Manager to join this leading luxury retailer. As Contact Centre Manager you will be responsible for all customer contact via telephone, social media, email and web based queries. The role will focus on managing and developing the contact centre function, team, procedures and policies to ensure customer queries and problems are resolved quickly and completely in order to deliver the highest levels of customer satisfaction within guidelines and budgets set by the company
Contact Centre Manager - The Role
- Create and develop a process and systems that deliver excellent advice, support and response to all incoming customer requests.
- Recruit, train and develop the customer service team
- Plan and forecast resource requirements to best support the business
- Be accountable for creating, developing and reporting on KPI's and SLA's
- Manage the relationship and performance standards of the contact centre, improving results alongside delivering outstanding customer service and quality.
- Establish effective methods of communicating the Customer Service Strategy and processes to all departments
- Identify and implement training needs and quality assessment programs
- Control and manage cost within budget
- Manage mail order sales
- Work with the retail and warehouse teams to deliver outstanding service to customers
Contact Centre Manager - The Person
- Extensive experience of managing a contact/ call centre
- Proven track record in driving results
- Experience of coaching and motivating a team
- Experience and knowledge of CRM systems and call centre software
- Change management
- Ability to set up new processes and procedures
- Ability to analyse information and identify business opportunities
- Excellent time management
To find out more about this exciting opportunity send your CV to John Anderson - Managing Consultant at email@example.com or call 01743 770 280 / 07931 211 258
This role is being handled by C2 Recruitment the leading specialist retail recruitment consultancy covering the whole of the UK. C2 Recruitment is like no other recruitment agency you will have worked with; all of our consultants have actually worked within the industry to which they recruit meaning we truly understand your sector firsthand.
To view other great opportunities please check out our website or call us on 01743 770280 for a confidential chat about upcoming opportunities.
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