Contact Centre Manager - Travel Industry

Negotiable
London
Management
Permanent
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Contact Centre Manger - Travel Industry

This is an exceptional role for an experienced Contact Centre Manager from the travel industry - you would be joining a fast paced, dynamic business in a role full of opportunity and challenge. If you have significant experience running a high-paced multi-channel contact centre (with remote agents) in a leadership and hands-on role then we would love to hear from you.

Contact Centre Manager - What will I be doing ?

You will support and manage all aspects of the pre-travel customer contacts, across multiple channels within a large team of agents with 2 main direct reports.
You will help develop and evolve the customer contacts strategy to support the overall customer experience.
As you would expect this team are working remotely right now and experience of managing remote workers is essential
You will be working to core KPI's of Productivity, % Availability, and Customer Satisfaction
You will be heavily involved in increasing team retention and improving the teams development.

Contact Centre Manager - What experience do I need ?

It is essential that you have significant experience running a high-paced multi-channel contact centre with remote agents in a leadership and hands-on role.
You will need experience in supporting non-voice contact channels
You will have a thorough understanding and hands-on knowledge of Contact Centre Interface systems to deliver customer first contact resolution.
You will have experience running a multiple site operation, including working with outsourcers and home working/remote agents
It is essential that you have the ability to analyse data/performance to drive change and performance improvements.

Contact Centre Manager - Additional Information
This role is working for an ambitious, dynamic travel business who can offer an exciting, supportive environment and long term opportunity. The role is in the main Monday to Friday 9 - 5.30 but will require flexibility according to workload / circumstance. Contact for more information.

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