Collins McNicholas

Responsibilities: 

  • Nurture and cultivate a Customer First culture across your teams to positively impact the end Customer Experience across all daily touch points
  • You will be the Voice of the Customer authority within the centre, presenting yourself as such by being the primary for all customer experience conversations and plans
  • As the operational lead in the Contact Centre, you are required to engage with stakeholders, identify resources required and develop detailed plans to ensure the on-time completion of contact initiatives
  • You will provide leadership and facilitation across your areas, ensuring that a clear operational plan is defined and met daily 
  • You will be responsible for constant communications of critical phases of change across the centre’s 
  • You will lead your teams to ensure that feedback and customer experiences are managed, in order to improve the customer experience and reduce any associated, unnecessary costs
  • You will build relationships internally and externally to understand best in class delivery for both the markets we operate in
  • You will drive activities to simplify, eliminate or automate customer queries
  • You will create a high performing culture within the Call Centre Operation through KPI measurement

Experience/Requirements: 

  • Minimum of 2 years Operational Management Experience in a Sales Environment /Customer Experience environment
  • Demonstrable experience of driving results through direct line management of a team
  • Innovative thinker with a talent for breaking down barriers and spotting new trends within the Customer Service industry 
  • Demonstrable experience in project management with a track record for delivering successful initiatives that drive or protect revenue
  • Ability to work across multiple job levels and organizational boundaries to generate results and progress
  • Capable of building relationships and accomplishing goals across a complex organization
  • Ability to interpret/analyse data and provide clear recommendations

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