Fuse Limited

Fuse Limited Bristol, UK
13/10/2018
Contractor
Contact Centre Team Manager/Call Centre Manager/Complaints Manager Flexible Day Rates Location: Bristol Our client, based in Bristol are looking for a Contact Centre Team Manager to join their team. Within this role you will oversee the day to day running of the Contact Centre to ensure successful delivery of a specific Customer Complaints Project. Key activities will include: Overseeing the Senior Operative's workload, distributing accordingly, and providing support in ensuring the correct Member Outcomes are reached Identify and coach Senior Operatives and Case Handlers on knowledge gaps or improvement opportunities Schedule and monitor Contact Centre activities on a daily basis Responsible for ensuring that there is sufficient cover to support the Contact Centre deliverables (ensure shift pattern and work allocated to meet timelines of project) Producing accurate and timely Contact Statistics Monitor and provide updates on the Contact Centre objectives Identify and propose process improvements Review Member Contact issues and exceptions and add to the issue log Cascading of project communication to the Senior Operatives Attend and participate in project meetings providing points for discussion and ideas for improvement within the Contact Centre area Experience and Skills: Experience of managing a team Demonstrate experience of allocating and controlling workloads Demonstrable experience of coaching & motivating team members Problem solving; - must have the ability identify potential areas of risk, effectively communicate these with management and present potential solutions to rectify the risk Ability to clearly communicate messages to team members Attention to detail, highly literate and numerate Demonstrate ability to handle personal data with integrity and honesty Previous experience of working on a customer complaints, retention or contact centre team Excellent MS Office skills Demonstrate excellent punctuality and attendance
Fuse Limited Bristol, UK
12/10/2018
Contractor
Contact Centre Team Manager/Call Centre Manager/Complaints Manager Flexible Day Rates Location: Bristol Our client, based in Bristol are looking for a Contact Centre Team Manager to join their team. Within this role you will oversee the day to day running of the Contact Centre to ensure successful delivery of a specific Customer Complaints Project. Key activities will include: Overseeing the Senior Operative's workload, distributing accordingly, and providing support in ensuring the correct Member Outcomes are reached Identify and coach Senior Operatives and Case Handlers on knowledge gaps or improvement opportunities Schedule and monitor Contact Centre activities on a daily basis Responsible for ensuring that there is sufficient cover to support the Contact Centre deliverables (ensure shift pattern and work allocated to meet timelines of project) Producing accurate and timely Contact Statistics Monitor and provide updates on the Contact Centre objectives Identify and propose process improvements Review Member Contact issues and exceptions and add to the issue log Cascading of project communication to the Senior Operatives Attend and participate in project meetings providing points for discussion and ideas for improvement within the Contact Centre area Experience and Skills: Experience of managing a team Demonstrate experience of allocating and controlling workloads Demonstrable experience of coaching & motivating team members Problem solving; - must have the ability identify potential areas of risk, effectively communicate these with management and present potential solutions to rectify the risk Ability to clearly communicate messages to team members Attention to detail, highly literate and numerate Demonstrate ability to handle personal data with integrity and honesty Previous experience of working on a customer complaints, retention or contact centre team Excellent MS Office skills Demonstrate excellent punctuality and attendance