Contact Centre Manager

Contact Centre manager - Customer Service Operations - Consumer Retail 12 month contract inside IR35 3 days onsite (KT16) 2 days WFH Work hours - 9am to 5:30pm We are looking for a Contact Centre Manager with a background in customer service operations at a leadership level. The role will support eStore channels across UK and European countries. Key Accountabilities: 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 the regular basis Build targets of core CS metrics by collaboratingwith 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 regular conference call or on-site visit/meeting. Develop and lead on European CS operation guidelines and policies across all customer touchpoints including service level, operation process etc, and collate new requirements on existing process to ensure the ..... full job details .....