Description:
Our recent Contact Centre Manager hires have had contact centre leadership experience across the following industries: call centre, retail, utilities, travel, financial services, insurance and sales just to name a few.
- You’ll create a people culture where colleagues are encouraged to thrive, contribute and be themselves
- You will lead a group of 3-5 Team Managers, 40-60fte, to deliver to targets and provide positive customer experiences. Targets include service levels, quality, customer satisfaction, efficiency metrics and colleague engagement
- Drive and inspire outstanding operational performance
- Lead by example providing clear direction and effective leadership
- Understand the drivers of customer satisfaction and implement appropriate actions plans through coaching and development
- Maintain strong risk mitigation and management control frameworks
- Build strong relationships with the internal functions to ensure that the customer service operation continually evolves to meet the changing needs of our internal and external customers
- Consistently evaluate and review ways of working to ensure consistency and quality of service and quality as well as resource
- Define, develop, and deliver processes and systems to ensure a consistent and good level of service that means customer’s expectations are met
- Someone with experience of leading Team Managers within a contact centre, in any industry, ideally 50 fte. We are looking for someone with amazing people skills- we can give you the tools you need to learn all about Legal and General and our products
- Someone who loves supporting people. People who are straightforward, ambitious, authentic, collaborative, and purposeful
- Someone with a proven track record in operational excellence, including leading, driving and motivating a team to achieve KPIs
- Someone who is passionate in driving a culture of collaboration and continuous improvement
- Someone with strong communication skills and passion to support customers, whatever their personal circumstances. Given the nature of some of the calls your team receives, its important you’re authentic and empathetic