Contact Centre Manager

1 month ago


London, United Kingdom Sudale Search & Select Full time

Are you interested in working for a well recognised, growing Fintech business?

Have you managed a specialist team within complaints & fraud?

Are you keen to work within a London office 3 days per week?

Sudale Search is excited to be engaged with this rapidly growing Fintech organisation as they pump further investment into their Contact Centre operation. This will be managing a small, specialist function across complaints and fraud whilst managing an offshoreteam BPO customer service team. This team supports millions of customers globally on a daily basis.

With a focus on delivering high value initiatives to improve customer satisfaction, SLA’s and quality assurance, you will be confident at reading/ analysing complex data sets to understand how and where you can make short and long term gains to achieve consistentlyhigh performance.

The ideal person for the Contact Centre Manager will:

- Have experience managing complaints/ fraud customer service team
- Be highly analytical will the ability to document, evaluate and optimise processes
- Have excellent stakeholder management skills
- Experience in managing and mentoring a team
- Have a proven track record in implementing SLA’s and setting KPI’s
- Be able to capture data and create complexed reports
- Be confident working on front office and back-office process improvements across a Contact Centre/ Customer Service operation

On offer?

£55,000 - £60,000 (negotiable) + fantastic benefits package



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