eir - Contact Centre Operations Manager Sligo
The Contact Centre Operations Manager will support the Site Lead to deliver Contact Centre Operations, leading a team of Team Leaders on various support services to deliver day to day operations and performance and ensuring a great customer support and experience is delivered in a demanding and often reactive and agile operational environment.
They will ensure daily operations and business strategies are delivered effectively and deliver CES targets and Customer Operations targets in ASA, Productivity, quality and contact reduction.
They will support hiring, retention, training, development and up skilling of our people, ensuring the contact centre is a great place to work with a highly engaged customer centric, eir proud culture.
The role will input into and implement Customer Operations and site strategies in line with targets and budgets, and will require collaboration and engagement with key stakeholders in Customer Operations, CSB and teams across the eir organisation.
This role is based on-site in our contact centre Sligo.
Responsibilities:
- Accountable for the performance and development of the Team Leaders and agents, who may be located remotely, across multiple sites and /or working from home, supporting an agile working model; supporting a variety of customer contact channels which may include- inbound and outbound calls, Email, Web/Live Chat, Video, Social, and correspondence.
- Manage the performance of Team Leaders and agents to deliver targets and KPIs on ASA, AHT, Abandon Rate, Transfer Rate, Repeat Call rate, quality and calls handled volumes
- Review performance and quality, ensure gaps are addressed effectively with clear action plans to deliver performance curves across all KPIs.
- Identify opportunities to improve customer experience, focusing on CES results by agent , team and line of business; drive TLs & agent engagement on the CES , VOC and close the loop process
- Drive a culture of continuous improvement, coaching and quality; ensure performance improvements and quality issues are executed in accordance with PIP, HR and Code of conduct policies and procedure, with coaching, 1 to 1s, Returns to Work and Disciplinary procedures
- Maintain and improve call centre operations by monitoring system performance; identifying and resolving problems; completing system audits and analyses; managing system and process improvement and quality assurance programs ; identifying and resolving problems
- Collaborate with Training , quality & other support functions as required, provide feedback on gaps or areas of improvement to ensure Agents are best supported from day 1 to in-life
- Work with the Site Lead & Forecasting team and work force management to ensure a stable performance that achieves KPIs , agree on skill based routing, load balancing and HOOPS.
- Key stakeholder engagement to ensure the site and the wider customer operations team is kept in the loop and considered in the context of new propositions and new initiatives
- Work with Customer Experience , GTM, Transformation & Product teams to support and enable goals, ensuring site operations can effectively support business requirements and priorities
- Identify and support opportunities to add value - drive sales through service, self-serve and automation , be opex and cost aware
- Support and drive contact reduction programmes, implement programmes of performance and productivity improvement
- Support operational transformation to improve contact centre systems and processes - drive a culture of process improvement, influencing change and CX improvement upstream
- Manage agent attrition levels, support hiring, retention, training, development and up skilling of our people, ensuring the contact centre is a great place to work.
- Support the development of the brand and the brand values amongst the agent population working with the training and quality teams to deliver best in class customer service
- Support contact centre operational strategies, needs assessments, performance reviews, capacity planning, cost/benefit analyses; identifying and evaluating best technologies; defining user requirements; establishing technical specifications, productivity, quality, and CX standards
- Accomplish call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
- Maintains professional and technical knowledge by tracking emerging trends in call centre operations management
Experience:
- 5+ years of leadership and management experience
- Track record of enhancing the customer service experience and driving initiatives.
- Experience delivering to service targets
- Experience in contact centre and telecommunication industry desired
- Financial Management – ability to control costs and to identify and manage cost
- Fosters the development of a high performing team
- Business Competencies
- Customer Focused
- Verbal & written communication
- Results focused
- Process Improvement
- Solutions focused & problem solving
- People Management
- Team work and collaboration
- Stakeholder Management
People Competencies
- Leadership Skills
- Excellent Oral & written communication
- Coaching
- Interpersonal Skills
- Influencing and Winning Commitment
Applicants can apply in writing with a cover letter and CV to grania.mulligan@eir.ie closing date for application is 16.9.2023.