Customer Service Director
3 weeks ago
We are seeking a highly skilled Customer Services Manager to join our team at Diligenta. As a key member of our Contact Centre operations, you will be responsible for overseeing the real-time monitoring of our Contact Centre activities within a financial services environment.
Key Responsibilities:- Lead the day-to-day activities of the real-time management team, streamlining workforce management processes and effectively integrating change initiatives across the Contact Centre.
- Provide actionable insights to enhance performance and elevate customer satisfaction, collaborating with other departments to drive coordinated efforts to improve Contact Centre performance.
- Monitor Contact Centre performance in real time, identifying trends, anomalies, and areas for improvement to deliver against Service Level Agreements (SLAs).
- Generate reporting and dashboards to communicate performance metrics, trends, and insights to key stakeholders, ensuring compliance with all relevant regulatory requirements and internal policies governing contact centre operations.
- Provide leadership and guidance to all teams, including performance management, coaching, and development, driving a performance culture that fosters high engagement and commitment to delivering exceptional customer experiences.
- 33 days annual leave, including Bank Holidays
- Eligibility for an annual discretionary bonus scheme
- Personal and career development opportunities to progress your aspirations within Diligenta and our global parent company, Tata Consultancy Services
- Access to Perks at Work, an online discounted shopping platform, saving you money on a wide range of goods and services
- Cycle to Work Scheme & Interest-free Season Ticket loans
- A company-wide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental, physical, and financial wellbeing
- A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave, and Retirement Leave
- A contributory company pension scheme, where we match your contributions up to 6%
As a Customer Services Manager at Diligenta, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. If you are a motivated and results-driven individual with a passion for customer service, we encourage you to apply for this exciting opportunity.
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