Contact Centre Manager (Ref: 19756)

Salary / Rate:

GBP 1.00 

Location:

Scotland 

Rate:

Yearly 

Job Type:

Contract 

Sector:

Other 

Date Posted:

22/04/2008 

Reference:

19756 

My client is looking for a Contact Centre Manager who has experience at a senior operational manager level in the private sector, managing across multiple Contact Centre locations.

Experience with recent consulting experience of large change or transformation programmes in the Public Sector aimed at improving the customer experience through Contact Centres.
Proven experience in the Public Sector of delivering programmes to significantly improve Contact Centre operational and business performance.
Thorough understanding of the Hub and Spoke model used to drive consistency of customer service across all Centres.
Track record of being able to transfer skills and knowledge to up skill Centre operational management in the use of Contact Centre ways of working and adoption of best practices.
Thorough understanding of the tools and technology used to provide MI in a Contact Centre. Ability to communicate effectively across all areas of the business, PTP, Hub, Pension Centres, SOO,s, COS.

Main duties and responsibilities are to provide detailed direction; support and skills transfer in the following areas:
Skills and knowledge transfer to ensure the Contact Centre model works in a government environment with a mix of paper processing and telephony.
Provide onsite Contact Centre expertise to identify and resolve issues that are preventing the Centres to consistently achieve key operational Telephone and Paper business targets and objectives.