HCLTech
Contact Center Manager
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Role and Responsibilities
The role will report into the Customer Director for the Contact Center and will be responsible for the following:
Customer
- All BPO Contact Centre operations
- Delivering service excellence by meeting or exceeding all Client SLA’s
- Achieving call quality requirements
- Acting as a role model and setting standards for the team in respect of being customer focused and treating customers fairly
- Embedding a “right first time” mentality, and a “first time resolution” philosophy
- Client communication and relationship management as and when required
- Participating in or leading new business bids
- Onboarding and managing new customers seamlessly as the Contact Center wins new business
- Leading Client change projects that impact on Contact Centre operations
People
- Coaching and development of Contact Centre Team Leaders
- Managing team in line with HCL HR policies
- Ensuring the team is always fully resourced with minimum attrition, sickness levels etc
- Ensuring the team is fully trained in order to deliver quality service, whilst meeting our regulatory requirements
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Technology
- Monitoring industry best practice in the Contact Centre environment, and produce business cases supporting change as appropriate
- Maintaining the Contact Center’ telephony Disaster Recovery Plan
Efficiency
- Managing within Contact Centre annual financial budget
- Ensuring team members are utilised to optimum levels, identifying savings as they become apparent
- To be a key leader in the Contact Center transformation programme
Contractual & Commercial Awareness
- Ensuring contractual adherence at all times
- Being commercially aware in order to manage costs and optimise revenue
Qualifications and Education Requirements
Preferably degree / professional qualification, a minimum of 5 years internal Contact Center experience or 5 years experience managing a Contact Centre of at least 50 seats ideally within the financial services industry.
Skills/Knowledge/Experience
- Knowledge and experience of Contact Centre best practice (inc resource planning, knowledge management & technology)
- Responsible for the guidance and development of your team so it is essential one is a good communicator, able to inspire your team and spot potential. Man (or woman) management skills are a must.
- Management is key
- Build and maintain internal and external/sector-wide relationships
- Self-motivator with the ability to work with ambiguity
- Ability to lead and motivate new teams quickly and effectively
- Mentally agile and decisive – good numerical understanding and sound commercial judgment
- Able communicator. Persuasive and articulate, able to influence and negotiate as necessary
- Understands the risks faced by the team and the controls in place to manage and mitigate risks
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Required work experience:
- Experience of managing a UK-based Contact Centre of at least 50 seats is essential
How many people is a Contact Centre manager likely to manage?
Anything from 40 -100 direct and indirect (dependent on the size of business).
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