Contact Manager

Manager

Contact Manager



My client a large Not for Profit organisation require a Contact Operations Manager to provide support and guidance for management, incorporating resource planning, reviewing metrics, setting KPIs, identifying good or poor performance and implementing actions to drive improved performance across a multi-channel contact service.

You will also be required to transfer skills and knowledge to managers on contact and customer management, Support a cultural shift toward consistent, high-quality call and query resolution - leveraging telephony and CRM systems as necessary. At all times, engage and operate within the licence of senior stakeholders in the division.

You will be required to support the design and development of customer-centric best practice aligned to the divisional objectives.

Key Accountabilities:
1.Plan and deliver high-quality training to managers.
2.Set contact KPIs with managers.
3.Provide metrics for managers and guidance on how to generate and use them.

Apply for this position

Job options

• Back to Jobs
• Remove: Remove Item