Contact Centre Manager
Location: Chertsey England
Description: Samsung Electronics United Kingdom (SEUK) is at present looking to employ Contact Centre Manager right now, this job will be placed in England. More details about this job opportunity kindly read the description below. Purpose of the Job
Manage the delivery of Contact centre services through outsource partners ensuring the achievement of global and localised KPI’s. Ensure progressive a! nd innovative approach to maintain market place differentiation whilst maintaining alignment with SEUK, Europe and Global strategic direction
Areas of
Responsibility
- Construct and manage Contact Centre Partner contracts. Manage fulfilment in line with expected service levels, audit achievement monthly impose contracted service credits/ incentives
- Build and implement strategic plan which will advance operational methodology, improve quality, control cost and increase overall customer satisfaction
- Collaborate with Outsource Contact Centre Partner to build skilled service support team for Voice and Digital support including Web Chat, Social Media and email response support.
- Ensure correct levels of service workforce are in place to meet variable customer contact volume demands across all channels of support
- Construct/oversee quality evaluation tools to drive continuous improvement in all customer contact p! oints
- Manage compilation of web based customer facing! information in collaboration with Samsung Product Managers and Technical support staff
- Daily, Weekly and monthly reporting to track performance, manage and resolve issues and keep management colleagues informed
- Collaborate with Samsung Product Support Management team to ensure close operational links between technical support staff and the Contact Centre Agents. Specific focus on information updates to ensure consistent scripting and responses/ resolutions of Technical issues
- Build strong links with commercial teams to ensure fast and effective communication of commercial promotions and product launches to ensure Contact Centres are appropriately briefed on latest information
- Implement communication tools to ensure clear collaboration between Contact Centre and Service Network Companies network
- Close liaison with Samsung European and Global contact Centre colleagues
- Deputise for Line manager as required
- Strong experience in Contact centre service operations
- Proficient in MicroSoft Power Point & Excel
- Excellent data manipulation and reporting skills
- Tenacious and logical approach to problem solving
- Able to multi task
- Proven negotiation and presentation skills
- Commercial awareness of marketplace
- SAP experience
- Knowledge of Consumer Legislation
- Knowledge of Quality Management and Auditing
- Attention to detail
- Experience of working in multi cultural environment
- Prepared to challenge status quo
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If you were eligible to this job, please email us your resume, with salary requirements and a resume to Samsung Electronics United Kingdom (SEUK).
If you interested on this job just click on the Apply button, you will be redirected to the official website
This job starts available on: Tue, 09 Apr 2013 21:28:26 GMT