Specialist - Customer Service Transformation - Contractual Role - Contact Centre

NOTE:THIS IS A CONTRACTUAL ROLE FOR 3 MONTHS UNDER DIRECT PAYROLL

Key Responsibilities:

- Perform central support to CS operations in countries (UK, DE, FR, NL, DK).

- Be the point of escalation for contact centre issues and performance related matters.

- Provide timely, analysed consolidated CS performance report on a weekly and monthly basis.

- Contribute to the implementation CS projects relating to performance improvement and new initiatives.

- Ensure effective and consistent communication throughout the team for optimal operational effectiveness.

- Identify and instill best practice, processes and systems and drive continuous improvement environment.

Skills and Experience:

- Proven management experience of contact centre environments of a similar size and industry; ideally global

- Knowledge of performance evaluation and customer service metrics; preferably with COPC background

- Strong analytical skills

- Firm understanding of reporting and budgeting procedures

- Exceptional communication and interpersonal skills

- Excellent organisational and leadership skills with problem-solving ability

- Ability to think strategically

- Able to multi task in a fast paced and high pressure environment

Behavioral Role Fit:

- Collaborator/communicator

- Disciplined, methodical and structured

- Relationship builder

- Proactive and resourceful

- Passionate about customer excellence

Role Key Performance Indicators:

- Quality & Compliance levels

- Customer/client satisfaction

- Performance of outsourced partner