Contact Centre Manager (12 months FTC)
Contact Centre Manager (12 months FTC)
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Job Description
We are hiring for a Service Centre Admin Manager (12 months fixed term contract).This is a fantastic opportunity to join a highly successful and growing organization as a Service Centre Admin Manager. As a Service Centre Admin Manager your role will be varied responsibilities include client support data analysis reporting quality monitoring driving performance project planning coaching/development performance management and answering interactions / escalations.
We provide an omni-channel support service via email chat and voice. This position reports directly to the Head of Service Centre and would be responsible for leading the Ipswich Service Centre overseeing service delivery for multiple Clients with Team Leaders reporting to you directly.
The Role
- Responsible for the quality and performance objectives defined by WTW
- Responsible for the adherence to the change quality assurance and operational excellence frameworks enabling a quality service
- Ability to work with key stakeholders and Service Centre Leadership team to make commercially focused decisions influencing both internal and/or external stakeholders on service delivery growth and continuous improvement to streamline and make effective change to operational service
- Accountable for ensuring Team Leaders conduct activities in line with internal procedures policies and legislation including industry standards
- Ensuring team productivity is at its optimum and is measured
- Creating a collaborative culture in which processes are applied consistently within the Community where teams are better enabled to work flexibly to support each other
Qualifications
The Requirements
- Experience as a Service/Contact Centre Manager (omni-channel environment preferred)
- Self-motivated with a high level of initiative/driveenergised to inspire / motivate a team
- A strong leader and negotiator with good influencing skills
- Critical thinking to facilitate more in-depth discussions
- Strategic thinker with evidenced ability of suggesting developing and implementing process improvements to enhance member experience / productivity.
- Excellent time management skills and the ability to oversee multiple concurrent projects including the ability to support the removal of escalated blockers
- Organized with the ability to manage time and completing priorities including team prioritization
- Ability to thrive and drive delivery in a busy demanding and changing environment.
- Flexibility to adapt to changing business needs and competing priorities.
- Experience in the pensions industry / a client facing environment preferrable.
- Willingness to travel to Redhill Surrey once a month to touch base with the wider Service Centre Management team
At WTW we believe difference makesus want ourworkforceto reflectthe differentand varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome valued and empowered to bringtheir committedtofosteringaninclusive work environment throughout our organisation. We embrace all types of diversity.
Were committed to equal employment opportunity and provide application interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers from the application process through to joining WTW please email
Equal Opportunity Employer
Required Experience:
Manager
Employment Type
Full-Time
