Overview

Salary: £45,000 – £55,000

A well-established and reputable insurance company are looking for someone to manage the day-to-day running of their contact centre, ensuring the smooth running of all operations.

Main Tasks & Responsibilities:

  • Continuously monitor, analyse and follow up on all service levels to ensure the Centre’s operational KPI’s are met and within the agreed cost frame.
  • Working with the Planning function to ensure effective workforce management, intraday, short, medium and long term.
  • Lead and inspire reporting teams to provide world class levels of Customer Service.
  • Promote a ‘customer first’ culture putting the customer at the very heard of every decision.
  • Managing and driving forward a successful Customer Service and Sales Team.
  • Identifying, developing and supporting the implementation of performance improvement initiatives and reporting requirements for the Contact Centre/customer contact processes.

Requirements:

  • Outstanding verbal and written communication skills.
  • The ability to identify and solve problems in the most efficient manner possible.
  • The ability to manage people and ensure that high standards are maintained across a large team.
  • Excellent organisational and communication skills.
  • Strong commercial and financial understanding.
  • Strong experience in a similar role.

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