Service Excellence Manager
4 weeks ago
Job Summary
The Service Excellence Manager will play a critical role in driving the transformation strategy for the Customer Service department at Foresters Financial. This involves deploying technologies such as Chatbots, Livechat Knowledge Management Systems, and Speech Analytics to enhance operational efficiency, customer satisfaction, and overall service excellence.
Key Responsibilities
- Develop and implement a workforce management strategy to optimize call volume, call patterns, and flow for multiple teams.
- Forecast call volumes and headcount to ensure accurate MI and delivery of SLA's and KPIS objectives.
- Provide senior support to the Transformation Lead in delivering a cycle of continuous improvement.
- Make recommendations for process improvements, including the deployment of technology to assist service delivery.
Requirements
- Previous experience in a senior key role providing insight and analytical support within a Contact Servicing centre or similar.
- Exceptional analytical skills, excellent stakeholder engagement, and proficiency in Microsoft office.
- Experience of Salesforce, leading telephony solutions, and forecasting.
- A can-do attitude to problem-solving, role models growth mindset, and collaborative working.
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