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Date Added: Thu 01/10/2020

Contact Centre Performance Manager - Women's Health - London

England, UK
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Job Type: Permanent, FullTime

The Contact Centre Performance Manager role is working for an award-winning Women's Health company based in London. The role is responsible for managing the relationship with the outsources customer care function, tracking performance and creating ways to improve customer care.

Client Details

The Contact Centre Performance Manager role is working for an innovative Women's Health brand based in London. My client develop products designed to improve the life of women and are extremely passionate about their mission. My client has won over 30 awards and has recently been recognised as one of the fastest growing brands within the UK.


Key responsibilities for the Contact Centre Performance Manager - Women's Health - London include:

- Providing contact training to the team to keep them informed about new products, new processes and new platforms

- Identifying gaps in knowledge base and working with the Product team to create documentation/information

- Evaluating and analysing post training feedback to assess the value of sessions and modify as needed

- Communicating in an efficient way and motivating the team remotely

- Ensuring the provider meets KPIS by monitoring quality, fine-tuning existing processes and discussing needs

- Measuring KPIs including response time, customer satisfaction and feedback rates, ensuring these are at the required level

- Handling any escalated queries from the CS team, ensuring the customer receives excellent service at all times

- Analysing information and liaising with the product team to identify any areas for improvement

- Anticipating impacts and requirements to support new product launches across existing and new markets


The successful candidate will be/will have:

- Previous contact centre management experience

- Previously worked within an organisation launching different products

- Excellent IT skills, able to support with trouble shooting products

- Excellent communication skills, able to communicate and build relationships remotely

- Extremely passionate about the company brand and mission

- Experience using Sales-force is advantageous

- Confident in handling data and analysis, analysing reports

- Proven ability to work in a high pressured, fast-paced environment

Job Offer

The successful candidate will have access to:

- Salary of up to £50,000 (depending on experience)

- Flexible working

- Range of additional benefits

- Opportunity to progress in one of the UK's fastest growing organisations

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