£40000.00 - £45000.00 per annum
about 2 months ago
Digital Contact Centre Manger - Grantham - Permanent - £40k-£45k
Cherry Professional are currently recruiting for a Digital Contact Centre Manager on behalf of an established financial organisation in the Grantham area. This is a unique opportunity in a newly created role where you will be responsible for supervising, supporting and motivating a team and delivering a customer focused service at all times.
- Lead and motivate the digital customer service team (helpline and assessment functions) to deliver exceptional customer service.
- Developing a culture of excellence, encouraging the team to thrive to improve, implementing performance reviews and coaching culture to enhance the customer service and the team's motivation.
- Working towards defined goals for improving digital engagement, reducing answer times and increasing the volume of cases into business.
- Defining and implementing a successful contact strategy for new digital leads from all referral sources.
- Researching new ideas for digital communication (eg: AI, social media etc)
- Analyse and interpret all statistical data to track KPIs, working closely with the marketing and data analyst teams to create regular reports.
- Experience of working and managing in a multi-channel contact centre
- Experience of coaching and developing a team with a good ability to motivate people
- Good knowledge of WhatsApp, Live Chat, email and automated communication processes
- Excellent written and verbal communication skills
- Proactive approach to building strong relationships
Cherry Professional are advertising this role on behalf of the client.