Contact Centre Manager

Vax

Hybrid
Contact centre operations
Service level management
Kpi monitoring
Lead an experienced group of team managers and agents (50+) managing the day-to-day delivery of all service levels

Job Summary

  • Lead an experienced group of team managers and agents (50+) managing the day-to-day delivery of all service levels.
  • Turn every service interaction into a commercial opportunity by coaching the team to identify customer needs that drive revenue.
  • Be encouraged to work closely with the Head of Customer Digital & Experience to drive innovation within the customer ecosystem.

Matching Summary

Lead an experienced group of team managers and agents (50+) managing the day-to-day delivery of all service levels.

Skills & Requirements

Must-have

  • Contact Centre Operations
  • Service Level Management
  • KPI Monitoring
  • Resource & Shift Management
  • Policy Adherence
  • Sales through Service

Nice-to-have

  • Customer Lifetime Value
  • Customer Service Innovation
  • Team Motivation
  • Positive Thinkers

Key Requirements

  • Excellent people management skills
  • Ability to set clear performance expectations
  • Provide constructive feedback
  • Manage performance related issues

Work Rights

Not specified

Tailored Resume

Cover Letter