Client DetailsNational Organisation well known brand. 10 month FTC maternity leave.DescriptionThis role is vital for engaging customers. The individual will manage the Customer Service Supervisors and Officers to deliver excellent customer experience, handle team escalations, be responsible for all metrics and reporting for the customer service team, and drive continuous improvement for customer experience, team engagement, and productivity.Oversee all aspects of the operation including Customer Service (calls and administration related functions)Coaching & developing team to achieve expectations and performance goals (feedback, training and development, performance reviewsIdentifying and optimise continuous improvement opportunities across the business and reducing operating costsIdentifying and developing key initiatives (projects) to further enhance the team's functionRegular Reporting and enabling data-driven decisionsManaging and maintaining high service standards (queues, call times, client service expectations etc.)Resolution management (taking ownership of escalated enquiries/complaints)Continuously driving engagement and values-based culture across the Contact Centre and all areas of the organisationWorkforce planning (including rostering, recruitment, time and attendance)Building and maintaining internal and external relationships, continuing to cement our reputation and market presenceReporting call data and client trends to our Executive TeamContributing to ad-hoc strategic projects taking place within the organisation.ProfileProven experience as a customer service manager ideally in RetailDesirable to have experience with an outsources providerExperience in providing customer service support in a retail and professional environmentExperience in leading teams of 20+ peopleExperience in managing rosters to KPIsExperience managing sensitive customer dataFamiliar with Zendesk, Microsoft Office , particularly Outlook, PowerPoint, Word and ExcelAbility to lead and manage diverse teams in a fast-paced, high pressure, client-focused environmentLeadership experience with a transparent style that instils confidence and builds capabilitySolutions-focused and ability to identify opportunities to drive and deliver outstanding serviceBe well structured with strong communication skills and the ability to work autonomouslyBe uncompromising on the level of quality when it comes to delivery and executionHas a strong understanding of emerging technologies and how to implement innovative technology to strengthen the function's future capabilities and evolve the workforce.Job OfferHigh perfomning team and businessPlease apply or contact Corin for a confidential discussion 0457676048 or ******#J-18808-Ljbffr
