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Contact Centre Technology Operations Manager

3 months ago

UK, UK, United Kingdom Higher Ed Partners Full time

The Role

To assume responsibility for the effectiveness of the Standard Operating Procedures (SOP) of the Contact Centre Teams of Enrolment and Retention. Working closely with Contact Centre Management and the Technology team, the role will lead on ensuring Contact Centre employees have the systems and procedures in place to maximise efficiency and consistently deliver a high-quality student experience.

The role will require good understanding of the different functional areas of HEP, and through proactive capitalisation of opportunities and mitigation of risks will support the Contact Centre teams in achieving their KPI’s and SLA’s using a continuous improvement approach.

Successful achievement of this role will require a strong ability to make effective decisions using appropriate sourcing and analysis of both quantitative and qualitative data, and implementing change with due regard to key stakeholder communication and functional interdependencies.

Based in the UK with remote working, with occasional travel expected across UK.

Job purpose

As part of the Contact Centre Management team, this role will act as the subject matter expert in Contact Centre process and controls, focusing on the customer service sales and retention areas, with some cross-over to other Business Process Owner (BPO) areas such as Technology and Partner Support. The role will require a strong knowledge of workforce management, QA, forecasting, reporting, contact centre technologies (dialer and CRM) and use effective performance analysis to ensure maximum efficiency and customer satisfaction.

The role will take a hands-on and proactive approach to leading and supporting various business projects and initiatives, and take ownership of effective management of system change requests, through design, approval, implementation and review stages.

General Accountabilities

  • Lead the organisation to a high-performing, customer-centric culture through exemplar behaviour in accordance with HEP UK Leadership Competencies.
  • Lead employees in working flexibly and collaboratively across structural boundaries as part of cross functional teams, and in support of key functional outputs, regardless of where they sit within the organisation.
  • Lead the development of organisational capability through good people management, including the training, development, mentoring and coaching of team members.
  • Thinking creatively, challenging the norms, and constructively challenging those around you (including those more senior) to ensure continuous improvement, commercial astuteness, and inspire the same in colleagues.
  • Role Specific Accountabilities
  • Deliver annual Contact Centre objectives aligned to business strategy, and work with stakeholders to deliver new products, changes or initiatives impacting Customer Service systems and processes.
  • Responsible for working collaboratively with BPOs and other stakeholders to produce clear and well-documented business requirements, processes and data flow diagrams and key user guides.
  • Support Contact Centre Management with the development and coaching of Team Leaders and ES/RS team members, by actively engaging and continuously driving efficient ways of working and automation while maintaining a high standard of customer service
  • Ensure effective and consistent communication throughout the Contact Centre team, including creating a feedback mechanism to provide insights to enable customer and employee experience enhancements.
  • Challenge, review and implement MI and processes to drive operational efficiencies in achieving KPI and SLA targets, improve service delivery and enhance the customer experience.
  • Preparation of periodic and ad hoc reports relating to Contact Centre performance metrics, making presentations and providing insightful recommendations to Senior Management and other stakeholders as required
  • Role Responsibilities
  • Work with relevant business stakeholders (including BPOs) to understand and define the as-is and to-be end-to-end business processes and solutions, mapping and redesigning processes to ensure efficiency and improvement.
  • Work with key stakeholders to develop appropriate policies and monitoring procedures to ensure appropriate governance of the new process and solutions
  • Develop and maintain operational reports to measure contact center performance.
  • Monitor and analyze contact center metrics to identify trends, issues, and opportunities and provide recommendations to the Contact Centre Director improve performance.
  • Develop a Quality Assurance (QA) monitoring plan and implement training programs to improve team performance and enhance customer service.
  • Analyze Contact Centre tools, as the dialer strategy, to make the needed adjustments in collaboration with Technology department.
  • Collaborate with other departments to ensure smooth operations and optimize customer experience.
  • Develop and maintain effective communication channels to ensure a smooth and efficient operation, including effective routing with standardised messaging for calls, chat and emails.
  • To work flexibly across the department, cross covering for colleagues as required
  • To undertake any other responsibilities relevant to the role, or reasonably requested by the Line Manager

​

Key Skills and Qualifications

  • Bachelor's degree in business administration, management, or a related field.
  • Minimum of 5 years of experience in contact centre operations, reporting, analytics, process definition and QA.
  • Proficient in Salesforce and PowerBI systems
  • Experience of Contact Centre systems transitions essential
  • Experience of Sprinklr system desirable
  • Proficient in MS Office 365, notably Sharepoint, Excel and Project.


HEP is a Disability Confident and equal opportunity employer. HEP evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.


Job Location – Remote Position within UK Type - Full-Time/Permanent

Benefits:

  • Work fully remote within the UK, or from our Brighton or London office if preferred
  • Salary of £50,000 per annum
  • 28 Days Annual Leave + UK Bank Holidays
  • Career/personal development opportunities through our innovative training portal.
  • Enhanced Employer Pension Contributions at 6%
  • Generous refer a friend scheme (T&Cs apply)