My client is a leading employer in the Midwest region and they currently have a requirement for an experienced Customer Care Manager for a minimum 6 month contract.
The position will manage the relationship with all external 3rd party providers enabling the delivery of best in class service across all sites. This is a senior position and you will be expected to play a leading part in developing and motivating the team and add to the strategic direction of the business.
Overall Key Objectives of the role:
1) Provide leadership, expertise and strategic direction to the Technical Services Teams and Social Media Teams.
2) Drive cultural transformation and a high performance culture with exceptional experiences for employees.
3) Increase customer life time value and proactive customer retention.
4) Focus on continuous improvement.
Leadership:
* Lead, develop, motivate and support a winning team to deliver on business objectives and effectively performance manage their assigned teams.
* Proactively develop relationships with strategic partners and stakeholders, internally and externally.
* Provide leadership and vision promoting a culture of accountability, a sense of pride and passion in our employees and third party partner employees for our products, customers and company.
* Develop and manage creative digital and social media communication strategies to meet target Key Performance Indicators (KPI's)
Strategic Performance Analysis, Insight & Direction:
* Provide strategic direction to drive improvement in Technical Services activities and overall business performance.
Exceptional Experiences:
* Deliver exceptional experiences on all customer inbound Technical Services.
* Maximise product up-sells opportunities and minimise customer churn.
* Ensure complete implementation and adoption of any business change/training programmes to deliver results against budget.
* Manage outsource partner relationship for the Technical Services.
* Simplify customer escalation processes and improve turn-around-times.
Skill Set required:
* People management - Leads, Inspires and develops a winning team
* Strong commercial business acumen
* Excellent interpersonal skills
* Stakeholder Management including 3rd part outsource management
* Communicating and Influencing
* Co-Creates and Executes Strategy
* Entrepreneurial Drive for Results
* Innovates with Customer-Focus
Experience:
* 10 years experience in contact centre management is essential.
* A strong technical bias is required.
* 3rd party relationship and operational management is desirable.
* 3rd level business qualification.
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The position will manage the relationship with all external 3rd party providers enabling the delivery of best in class service across all sites. This is a senior position and you will be expected to play a leading part in developing and motivating the team and add to the strategic direction of the business.
Overall Key Objectives of the role:
1) Provide leadership, expertise and strategic direction to the Technical Services Teams and Social Media Teams.
2) Drive cultural transformation and a high performance culture with exceptional experiences for employees.
3) Increase customer life time value and proactive customer retention.
4) Focus on continuous improvement.
Leadership:
* Lead, develop, motivate and support a winning team to deliver on business objectives and effectively performance manage their assigned teams.
* Proactively develop relationships with strategic partners and stakeholders, internally and externally.
* Provide leadership and vision promoting a culture of accountability, a sense of pride and passion in our employees and third party partner employees for our products, customers and company.
* Develop and manage creative digital and social media communication strategies to meet target Key Performance Indicators (KPI's)
Strategic Performance Analysis, Insight & Direction:
* Provide strategic direction to drive improvement in Technical Services activities and overall business performance.
Exceptional Experiences:
* Deliver exceptional experiences on all customer inbound Technical Services.
* Maximise product up-sells opportunities and minimise customer churn.
* Ensure complete implementation and adoption of any business change/training programmes to deliver results against budget.
* Manage outsource partner relationship for the Technical Services.
* Simplify customer escalation processes and improve turn-around-times.
Skill Set required:
* People management - Leads, Inspires and develops a winning team
* Strong commercial business acumen
* Excellent interpersonal skills
* Stakeholder Management including 3rd part outsource management
* Communicating and Influencing
* Co-Creates and Executes Strategy
* Entrepreneurial Drive for Results
* Innovates with Customer-Focus
Experience:
* 10 years experience in contact centre management is essential.
* A strong technical bias is required.
* 3rd party relationship and operational management is desirable.
* 3rd level business qualification.