Blue Square
Contact Centre Experience Manager
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ARE YOU THE ONE?
Join us and help drive Samsung’s position as the No.1 manufacturer across UK and overseas call centres.
Working closely with senior stakeholders and channel partners, you’ll develop and deliver strategies that grow premium market share, enhance customer experience, and strengthen key programmes. You’ll build strong relationships with senior contacts, ensure successful implementation of strategic plans, and identify new opportunities for continuous improvement across channel contact centre environments.
WHAT YOU’LL BE UP TO
- Support implementation of tactical activations within Contact Centre.
- Build and execute a contact centre experience strategy which supports our business objectives and creates an engaging experience for agents to learn about Samsung through hands on engagement.
- Think differently proposing and developing new experiences and solutions for advisors within contact centres – identifying issues and finding solutions before problems arise.
- Leading on new furniture projects and branded space opportunities in the Contact Centre estate.
- Project Manage ad-hoc Initiatives to launch, leading cross-functional teams to deliver the chosen projects.
- Visit sites to build solid relationships with site contacts and ensure plans are implemented effectively at every level.
- Assist with reporting delivery to ensure total visibility of team performance across the Samsung Mobile Experience (MX) business sharing key learnings
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ARE YOU OUR PERFECT PARTNER?
- You're experienced in operational planning and implementation, with the ability to manage multiple customers and programmes.
- You're experienced in maximising investment and delivering return on investment (ROI).
- You're experienced in multisite field-based management.
- You're analytically minded, with management information and systems knowledge.
- You're experienced in people management.
- You're in possession of a full UK driving licence.
- You're flexible and able to travel across the UK when required
- You're able to commit to a hybrid working arrangement, including three days on site (either in the office or visiting a partner).
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WHAT YOU CAN EXPECT FROM US
- Competitive Salary: £43,000 - £49,000 Per Annum + 10% Bonus + Company Car
- Company Sick Pay + Life Assurance: 4 times your annual salary
- Access to a range of discounts and perks across our key partners & beyond
- Development Opportunities
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