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Contact Centre Leadership Manager
1 week ago
At Osiris Trading, we're seeking a Strategic Contact Centre Manager to lead our team in driving commercial results. As a key member of our organization, you'll participate in formulating strategies and plans for sustainable growth.
This role involves developing standard operating procedures to ensure efficient departmental operation and service delivery. You'll also research and implement innovative strategies and processes across the organization.
We're looking for a candidate who can use business tools and metrics to identify opportunities to improve the customer experience and increase customer value. They should also be able to analyze performance barriers to remove obstacles and enhance the customer experience.
This role requires a pro-active approach to identifying and resolving day-to-day issues faced by Service Managers. The successful candidate will drive the resolution of escalated business issues or opportunities and implement long-term preventative measures.
As a Strategic Contact Centre Manager, you'll provide directives to Service Managers to ensure efficacy in managing customer contact and business projects aligned with business strategy and objectives.
You'll drive effective resource planning, consistency with all teams, and high-quality performance by monitoring and managing work output. Conducting diagnostic tests to develop hosts' necessary skills is also an essential part of this role.
The successful candidate will oversee 24/7 functions during non-office hours and ensure Hosts have access to knowledge bases and training solutions.
Facilitating coaching sessions with management teams to transfer business skills and knowledge is another crucial aspect of this role.
The Strategic Contact Centre Manager keeps stakeholders updated on customer service feedback, trends, issues, and opportunities. Providing additional operational solutions to achieve business objectives is also a key responsibility.
