Reporting to Director
Monitor centre services by external operator.
Strategies, Create, Plan and organize the curriculum and programmes for the centre.
Manage the deployment, professional development and well-being of staff.
Manage the day to day performance of the Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
Set the strategy for the development of the centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
Be responsible for the end to end customer contact processes and associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
Responsible for the recruitment, training, induction and coaching strategy across the centres
Work closely with teacher/manager in Training delivery teams. Taking responsibility for the ongoing development all levels of centre colleagues.
Reviewing and defining clearly all centre roles, any required shift and candidate profiles required across the contact centre operation
Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling .
Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
Deliver cost efficiencies and increased in Customer Satisfaction Scores.
Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
Responsible for student recruitment drive; sales and marketing of the centres to meet or exceed the KPI .
