Work with a well-established telecommunications brand to lead, mentor and coach contact Centre Teams to create and deliver amazing customer experiences. Support and motivate your team to ensure they’re on track to meet client goals.
Responsibilities
Develop and implement plans to successfully deliver exceptional results
Handle client interface, deliver on SLA requirements
Focus on providing differentiation in a highly competitive industry by exceeding client expectations
Continuously promote a performance‑driven culture and always work towards reaching for amazing results
Ensure that reporting and informational needs are met, and that management is kept well informed of daily activities and significant problems
Achieve financial and non‑financial targets
Improve the key success metrics associated with goals, including:
Customer Satisfaction Score
Service Level Goals
Quality Goals
Lead, develop, motivate operational teams
Manage the Contact Centre ...