OmniChannel Contact Centre Lead
|SALARY UP TO:||£55,000.00 per year|
Contact Centre Lead
to £55, 000
/ Full Time
My client is a part of a
large not-for-profit ogrniasat8ion based in Manchester, and they are looking to
take on a Contact Centre Lead to establish, develop & manage an OmniChannel
Contact Centre with the business. The role will involve initially leading a
team of 5 Business Enquiry Advisors, building up to potentially 100
call-handlers, to deliver a market leading client centric support network for
Greater Manchester’s ambitious, growth-focused SME businesses. The Account
Management and Client Engagement team will work with a range of services across
the organisation as well as partners in the public & private sectors to
help create a world class business support offer.
Lead on the implementation of an OmniChannel Contact Centre and provide direction and oversight of operations, relating to planning, design, measurement, and assessment of contact centre procedures.
This role is a key focus for the Growth Company’s plan to set up an internal contact centre which initially handles the contact centre enquiries and will then within a 6 month timeframe take on responsibility for the contact centre of 17 other areas across the organisation.
The role requires the successful candidate to take the team from installation and implementation of software, leading on all new processes, standards, KPI's, agreeing processes with other areas of the business - account management, business development, specialist services - to ensure effective integration of the contact centre provision.
Managing a contact centre is a very specific skill and detailed senior level sector & operational knowledge will be critical to this role. The role holder will have to take the whole of the business on this journey.
This role will grow quickly from the management of 5 staff to the management of potentially 100 staff.
Work with a team of Data Analysts, to analyse reports and provide key performance results to the Head of Account Management and Client Engagement.
To work with marketing and proactively lead on effective following up of events and/or campaigns, to ensure best return on investment.
To understand the business and the wider group’s strategic vision and to have the ability to influence and drive the Business Enquiry Advisor team forwards with this in mind.
Skills / Experience Required:
This is a senior team management role &
therefore requires a seasoned professional with a proven track record of client
relationship management at a senior level.
Operational experience of running an OmniChannel Contact Centre
Ability to motivate and lead your staff to get the best from them
Client facing experience
Highly organised and have the ability to multi-task
Ability to understand complex team structures and projects and to relay this information clearly to staff and clients
Good problem-solving skills
Excellent attention to detail
Recognise and lead staff training and development needs
Substantial prior experience of effectively managing an OmniChannel Contact Centre
Wide ranging private and/or public sector experience at a senior management level
Ability to develop strong market knowledge of the business support networks across Greater Manchester
Track record of forming constructive partnerships with internal & external stakeholders
Line management experience combined with evidence of achieving success through staff that do not report directly to you
Detailed understanding of the implementation of OmniChannel Contact Centres
Good understanding of the implementation of business growth/support tools & techniques
Interest in the politics of Greater Manchester
Passionate about the delivery of service excellence
Strong leader & influencer of people; a ‘people person’ excellent relationship builder both internally & externally. Fair & equitable approach to team management
Innovative value creator. A champion of change & target delivery.
Motivational & positive, whilst also able to proactively manage poor/under performance