Description
TELEPHONY CONTRACT SERVICE MANAGER URGENTLY REQUIRED FOR 6 MONTH PUBLIC SECTOR CONTRACT IN LONDON.
SC CLEARED POSITION
HYBRID WORKING ARRANGEMENT (2 days in office, 3 days WFH)
EXCELLENT DAY RATE
Detailed skills (including specialist skills) and/or knowledge required:
(with '1' highest priority)
Strong sector knowledge covering:
1. Experience of monitoring/managing contact centre performance
2. Reducing contract duration whilst optimising customer experience
3. Optimising contact routes to reduce avoidable contact, repeat contacts and improve overall customer outcomes
4. Forecasting contact demand patterns & understanding drivers of contact
5. Developing, implementing and utilising management information to monitor overall effectiveness and optimise end to end contact services
6. Developing contact capacity/resource strategies - multi-channel - webchat/telephony/email.
7. Supplier/contract management & negotiating - implementing improvement/rectification plans
8. Qualified by experience to act as intelligent customer to support procurement of new services - from supporting the design, business requirements, challenging solutions/options presented by bidders, evaluation of bids, ability to oversee implementation and mobilisation of the new service.
Michael Bailey International is acting as an Employment Business in relation to this vacancy.