Policy Administration Services LimitedContact Center Operations Manager
Mar. 2002 - Feb. 2006Crewe, United KingdomReport to the Head of Customer Services and Operations Director and provide updates to key stakeholders as well as the planning and forecasting team. Manage the day to day performance of the Contact Centre Operations in conjunction with other Contact Centre Managers to deliver a best in class service, meeting or exceeding all KPIs and within budget. Set the strategy for the development of the contact centre, staying abreast of new practices and technologies, ensuring recognition for the quality of customer service. Lead, inspire and co-ordinate with others in 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 their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints. Work closely with HR, Learning & Development and Training delivery teams. Taking responsibility for the ongoing contact centre development. Review and define clearly contact centre roles and candidate profiles required across the contact centre operation. Provide support to ensure the effectiveness of the resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered. Apply best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight. Offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs. 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. Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.