Contact Center Manager
Location: GB, , 
Employment type: Full-time
Required experience: Not Applicable
Required education: Unspecified
Industry: Consumer Services
Function: Management
Company profile: HGS is a world leader in Customer Relationship and Business Process Management.  With a global footprint and an experience of over three decades, we have helped our clients deliver exceptional results.  We have developed and implemented some of the best-known processes and practices to deliver a comprehensive range of industry-specific solutions. Our operational excellence, combined with functional expertise, has made us the "Preferred Partner" for most of our clients.  We deliver seamless service to some of the world's most recognized brands out of and across North America, Europe, Asia, and Africa.
Description: This role has primary responsibility for managing the day to day delivery aspects of the project, this includes budget maintenance, contractual commercial change control, communications with key Client stakeholders as well ensuring client DOS and subsequent KPI’s (both financial and non-financial indicators) are met.The role has direct responsibility for operational and team management, quality, performance management and must build a strong working relationship with third parties to ensure they add value to the operational efficiency.Act as the primary interface with the Client’s business on any   agreed, ad hoc projects, initiatives or strategy developmentProvides leadership, development and coaching of Operations Managers.  Supports the development of Team Managers.Participates in the recruitment & selection of Operations Managers.  Contributes to the design and implementation of client programmes.Implements and manages review meetings along with agendas and   maintenance of action logs.Develops an operational plan, which includes for example production   hours, no. of staff, quality metrics, quality assessment criteria.Maintains and develops pertinent operational statistics – financial   management information and results reportingEnsures service goals and expectations of client are met with optimum quality & service (Quality control)Reviews management reports and suggested resolutions for improvements in productivity, service quality and profitability – signs off as neededEnsure that the management of the Project is delivered successfully   and that new opportunities and value add initiatives are explored to meet the   needs of the client.Ensure that all required activities are undertaken and managed to   deliver up to date, documented processes in support of the operation. Ensure that all Management Information & Reporting requirements   are effectively managed and delivered accurately and to specification.Take ownership of the Quality Assurance tasks and reporting   undertaken within the Quality Assurance.Optimisations of resources and workloadsEnsure that Operational administration support tasks are   co-ordinated and deliver added value to the front line teams.Provide Inspiration to the team, through effective leadership,   delivering motivation, encouragement, empowerment and pro-activity to achieve   the required levels of attendance and retention. Ensure effective and consistent communication throughout the team,   encourage feedback in order to enhance the customer experience.Build and maintain positive professional relationships the Client.Maintain open and honest channels of communication at all levels within the clients operation that facilitate information sharing with a view to identifying business opportunities.Keep updated at all times of the Client’s strategies, activities and   objectives.Continuous Improvement and innovation of delivery, sharing best   practice with the rest of the business. 
Requirements: Successful outsource contact centre experience with a minimum of 5 years Operational/Contact centre Management experience.Experience of production processes and policies.High level complaint handling experience.Experience of managing multiple sites/projects or international and/or multilingual calls centres desirable but not essential.Good communication with the ability to provide clear and precise briefings for team members, partners and client stakeholders.Excellent presentation skills.Proven proactive deliverer.Excellent and proven expectation management capability.Understanding of training & coaching techniques to apply as neededStrong numeracy and analytical skills, some experience in a P&L environment required. Experience of all types of call centre applicationStrong leadership & people development skillsUnderstanding of financial driversAbility to effectively interact with team members at all levels of the organisationAbility to handle multiple tasks, details and interruptions
Fraudulent: 0