Contact Centre Manager

PSD Technology Contracts Ltd.; Chertsey; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A technology consultancy firm in the UK is seeking a Contact Centre Operations Team Leader to oversee performance metrics and enhance service delivery across Europe. The ideal candidate will have over 3 years of experience in a relevant role and possess strong analytical and presentation skills. Familiarity with CaaS systems like SAP and Salesforce is essential. This position offers a 12-month contract and a hybrid working model, ensuring flexibility while delivering operational excellence.

Qualifications

• At least 3 years experience as a Team Leader, Data Analyst, or similar in BPO/Contact Centres.
• Familiarity with CaaS systems and processes.
• Comprehensive understanding of Contact Centre solutions/platforms.

Responsibilities

• Supervise operational status of the Contact Centre using metrics.
• Build targets for core customer service metrics.
• Improve BPO audit planning and conduct audits.
• Plan mystery shopping and monitor customer journey.
• Resolve quality and operation issues through engagement with partners.
• Develop and lead European customer service guidelines.
• Investigate operating costs and provide insights.

Skills

Analytical skills

Presentation skills

Strong MS Office skills

Data/information literacy

Interpersonal skills

Arbitration & coordination

Tools

SAP

Salesforce

Hybris

Job description

• 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 a 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 conference calls or on‑site visits/meetings
• Develop and lead on European CS operation guidelines and policies across all customer touchpoints including service level and operation process, and collate new requirements on existing process to ensure consistency of Contact Centre Excellence across Europe
• Investigate and analyse operation cost on a regular basis and provide insights to internal partners as to where the cost should be invested, optimised or even removed
• At least 3 years experience as a Team Leader, Data Analyst, Quality or Training Manager on 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 demeanor with strong MS Office skills
• Familiarity with CaaS System such as SAP, Salesforce, Hybris etc. and its process
• Arbitration & coordination skills to manage potential disputes between BPOs/subsidiaries/HQ
• Ability to gain valuable insights through strong data/information literacy skills
• Flexible and willingness to travel within and outside of Europe as and when required
• Strong inter‑personal skills under inter‑cultural working background
• Comprehensive understanding/knowledge on the latest Contact Centre solutions/platforms & voice network (IVR, CTI, etc.)
• 12 month contract inside IR35
• 3 days onsite (KT16) 2 days WFH
• Work hours – 9am to 5:30pm