Contact/Call Centre Manager - World Leading Tech Company in ...

Contact/Call Centre Manager - World Leading Tech Company in Cork - Excellent career progression available

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Specialist Support Manager:

My Client, a World leading Company is looking for an experienced Contact Centre Manager managing 5 Team leaders - 10/12 members per team, with a multi-lingual work force across their Customer Relations Team and Customer Admin Team.

Job Overview:

This position will have responsibility for managing all aspects of the Specialist Support Teams: Administration and Customer Relations Administration . The ideal candidate must be a strong team player, a great communicator, and a business savvy individual who has an excellent understanding of the needs and challenges facing Specialty Support groups and how they fit with my Client's unique customer focus and passion for excellence.

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The candidate:

The candidate must be self directed and motivated with strong analytical, management and coordination skills to handle a variety of activities and complexities spanning across the organization. Must be an effective negotiator and skilled at resource balancing and conflict management. Candidate must be able to act as a liaison between the business and the Specialty Support groups. A critical key to success is the ability to gain alignment by proactive partnering with all levels across the organization.

The ideal candidate will have extensive managerial experience working in a fast-paced contact centre environment, excellent project managing skills and a good understanding of the Service Channel and Supply Chain.

Successful candidate will report to the EMEA Customer Relations Area Manager, with strategic report lines to the Agreement Admin Manager and the AMR Customer Relations Admin Manager,

Operational:

• Review daily performance metrics to ensure they are within the agreed service levels
• Proactively address any business operations issues that affect the Contact Centre and Service Channels to meet the requirements of Client Customers
• Conduct and participate in strategic meetings including Global Specialist Support Teams
• Review business operations escalations to and from the Contact Centre and Depots, and drive to resolution
• Provide feedback to the appropriate internal groups on? programs and procedures that impact the Company's ability to meet the Customer requirements
• Facilitate the Quarterly Business and Executive Reviews

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Process & Performance Improvement:

• Analyze business operations data including service and support metrics and customer satisfaction surveys to identify actionable trends
• Contribute to determining root causes of operational issues by utilizing a structured process improvement methodology
• Create action plans to effectively address root causes

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Project Management:

• Work closely with other internal groups (Service Planning and Procurement, Business Development, Service Order Management, Legal, and Contact Centre) to address possible gaps in process and procedures that is impacting the Client's customers
• Develop workable timelines and Service level targets
• Negotiate with internal and external resources for milestones and expected outcomes

Requirements:

• Minimum 5-10 years of demonstrated work experience in a contact centre environment including technical support management and customer service management with phone, email and chat.
• BA/BS Degree in business or related field.
• Strong understanding of both Service and Support Channels.
• Ability to interpret complex analysis and business information.
• Six Sigma process training preferred.
• COPC process training preferred

Source: http://www.jobs.ie/ApplyForJob.aspx?Id=1246681

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