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Contact Centre Partner Manager

4 months ago

Store Support Office SSO BampQ House Chestnut Avenue Eastleigh Hampshire SO LE England, United Kingdom B&Q Remote Work Freelance Full time

About the role

12 month FTC

Up to £50,000 + Pension + BUPA + ShareSave + 6.6 weeks holiday + Hybrid Working (3 days per week in the office)

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they'll love. Join us as a Contact Centre Partner Manager and you'll be a big part of this.

Key responsibilities

Ensure that outsourced call centre operations align with business objectives, optimise performance, and achieve high standards of service delivery to support overall business success. Create and deliver the operational strategy to simplify the complex, deliver first contact resolution, identify root-cause customer failure and work with the business to reduce customer pain-points and the need for customers to contact.

Key Accountabilities / Responsibilities:

  • Vendor Management: Effectively managing relationships with third-party call centre vendors to ensure they deliver high-quality services in line with agreed-upon standards and KPIs.
  • Operational Excellence: Overseeing the outsourced contact centre operations to ensure efficiency, productivity, and optimal service delivery to meet customer needs and company objectives.
  • Cost Optimization: Finding ways to optimize costs associated with outsourced services while improving quality standards and customer satisfaction levels.
  • Quality Assurance: Use Quality assurance programme to drive continuous improvements in customer service, identify customer policy/process changes that balance business and customer needs.
  • Performance Monitoring: Tracking and analysing performance metrics to evaluate the effectiveness of outsourced operations and identify areas for improvement.
  • Issue Resolution: Addressing any escalations, conflicts, or issues that may arise with outsourced contact centre partner to ensure smooth and effective operations.
  • Strategic Planning: Working with internal stakeholders to develop strategies for leveraging outsourced contact centre services to achieve company goals and enhance overall customer experience.
  • Cross-functional working: Work with peers across B&Q to work on new demand into the contact centre - new business services, customer-facing functionality, technology to ensure the contact centre can support appropriately. Use data to work with peers on removing root-cause customer issues
  • Communication & Engagement: Pro-actively promote the contact centre performance as well as strategic/tactical updates internally. Gather feedback from different parts of the business to understand areas of improvement.
  • Culture: Work with the outsource partner to bring B&Q's culture into our contact centre, to ensure belonging, alignment to B&Q D&I initiatives and a one-team mentality.

Key Business Relationships:

  • Supply Chain & Logistics
  • Retail Leadership/Colleagues
  • Finance
  • High-level Complaints team
  • Technology
  • Marketplace/Ecommerce

Required skills & experience

Required Skills & Experience:

Communication:

  • Excellent verbal/written communication, presentation and engagement abilities

Customer Service Skills:

  • Deep understanding of customer service principles and practices.
  • Ability to handle difficult situations and resolve conflicts effectively.
  • Contact Centre Operations:

Technical Skills:

  • Proficiency in contact centre software and tools (e.g., Zendesk, telephony systems, IVR).
  • Basic IT skills and understanding of call centre technologies.

Analytical Skills:

  • Ability to analyse performance metrics and data to drive improvements.
  • Strong attention to detail and accuracy.

Organizational Skills:

  • Excellent time management and multitasking abilities.
  • Ability to plan, prioritize, and coordinate tasks efficiently.

Financial Acumen:

  • Understanding of budgeting, cost control, and financial analysis.
  • Ability to manage resources efficiently to achieve financial goals.

Previous Experience in a Contact Centre:

  • Several years of experience in a contact centre management
  • Proven experience of working with third party Contact Centre providers, driving operational excellence and high levels of customer service

Experience in Customer Service:

  • Proven track record in customer service, showcasing the ability to manage customer interactions effectively.

Project Management Experience:

  • Experience in planning and executing projects, such as implementing processes and transformation programmes within a contact centre.

Experience with Performance Metrics:

  • Familiarity with key performance indicators (KPIs) for contact centres, such as average handle time (AHT), first contact resolution (FCR), and customer satisfaction scores (CSAT).

Change Management:

  • Experience managing change programmes within a contact centre and/or through a third-party provider, including introducing new procedures and ensuring buy-in.

What's in it for me?

As part of a great team, you'll be valued for who you are.We're committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.

We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more

So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.