Contact Centre Manager required for global tech company in Surrey.

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 collaborating with 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

• 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
• Develop and lead on European CS operation guidelines and policies across the all customer touchpoints including service level, operation process etc, and collate new requirements on existing process to ensure the consistency of Contact Centre Excellence across Europe

Essential -

• At least 3 years experience as a Team Leader, Data Analyst, Quality or Training Manager at the BPO/Contact Centre side or as a Manager in the Brand CS/Contact Centre Team
• Analytical, and presentation skills with a high degree of self-motivation and can-do demeanour with strong MS Office skills
• Familiarity of CaaS System such as SAP, Salesforce, Hybris etc. and its process
• Arbitration & coordination skills to manage potential disputes between BPOs/subsidiaries/HQ

3 days/week onsite

*Full right to work in the UK required*

If your profile matches the above and you'd like to find out more, please apply with your up to date CV and I'll get back to you as quickly as possible.