Contact Centre Manager - Voice
- Recruiter
- Experian
- Location
- Nottingham
- Salary
- Competitive
- Posted
- 25 Jul 2017
- Closes
- 29 Jul 2017
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Due to continued growth and changing business requirements, we are excited to announce that we are looking to hire an Inspirational Managers within our Consumer Servicing business, part of Experian's Service family.
The main purpose of this role will be to lead our servicing teams within our Voice department; however, we require flexibility to manage other servicing areas of the business as our business changes and diversifies.
Our Voice teams are on a journey to deliver customer excellence to meet our vision to make Service simple, easy and effortless. Teams are empowered, accountable and require an inspirational leader to embed our coaching culture that is engaging; making this a great place to work. Our priority is to develop the front line managers' interaction with their teams as their first priority to delivering high performing teams.
As our business rapidly changes with fantastic pace, therefore the ability to adapt and focus on the right priorities is vital.
You will be responsible for optimising performance and efficiency within the area that has the customer at the heart of everything we do. This means you will need to demonstrate the communication skills that engage our colleagues across the group to deliver the best products and services that support business growth.
Summary
Responsible for up to 10 direct reports (dependant on department)Produce and deliver to your recovery plans through unexpected changesDelivery, manage and maintain to BudgetTo maximise efficiency through collaboration with supporting functions such as Training and QA teamsImprove NPS performanceReduce repeat contact drivers and overall cost to serviceSupport in the improvement of forecasting capability and accuracy within the departmentDevelop people in order to deliver against operational objectives and succession plansConsult with multiple stakeholders in order to improve overall customer experience
Key Responsibilities
People Management
Drive Experian's Performance for Growth ensuring that all team members have stretching personal objectives, development plans and regular performance reviews to embed a high performance culture.Identify and develop high potential employees, and ensure an available talent pipeline to meet business and capability requirements.Manage poor performance through formal disciplinary procedures or performance plans.Encourages a culture of personal development ownershipActs as a role model, displaying a positive enthusiastic, can-do approach in the face of adversityEnsure training and competency plans are in place and that all team members complete required training in a timely manner. Customer
Champion a culture that achieves the business goals, delights customers and keeps consumer advocacy at the heart of everything that Experian does.Ensure that good client / consumer outcomes are at the centre of decision making.Champion and promote great service and seek to exceed client / consumer expectations.Regulatory, Governance and Control
Adhere to all regulatory requirements within area of responsibility and escalate issues quickly.Pro-actively identify risks and take steps to mitigate these.Ensures team members understand the importance of adhering to their regulatory obligations and responsibility for implementation of company policies and procedures.Ensure team members understand the operating model and the functional and individual responsibilities Commercial
Identify opportunities to Improve efficiency and reduce Cost per Contact.Support in the improvement of forecasting capability and accuracy within the department.Service
Drive operational performance to deliver against performance and service targets.Review of processes in place to improve our consumers' experience.Highlight unusual activity against operational KPI targets and budgets and propose recommendations. Team Working & Collaboration
Coaching and Developing team managers to ensure that they meet personal, developmental and business objectives.Driving engagement and loyalty of employees, through development of reward schemes and driving a recognition culture.To consult with multiple stakeholders in order to influence, challenge and understand their needs and priorities and gain their support and advocacy in implementing joined up and sustainable solutions across the business
Knowledge, Skills and Experience
Strong analytical and problem solving skills.Ability to analyse and utilise MI to make key decisions and influence key decision makers.Extensive management experience within a contact centre or operations environment.Strong leadership, influential, interpersonal and communication skills and can manage internal and external client/customer expectations.Ability to handle conflict and manage resolution.Experience of working effectively across management teams.Experience of managing budgets.
Benefits
Here at Experian, we believe that great work deserves great rewards. In return for your ideas, commitment and ambition, we'll give you a very competitive base salary and a range of benefits as soon as you join.
On top of your base salary, we offer:
Performance related bonus schemeA car allowance/scheme25 days' annual leave (plus the ability to purchase 5 additional days)Generous contributory pensionOpportunity to buy shares with the company share-save schemeLife assuranceMedical and Dental coverRetail discount schemes3 Community involvement days per annumWe also work with our colleagues to understand their long term career aspirations to ensure they have the career development and growth they need to achieve these goals. Through personalised career objectives and performance plans, we open up conversations on progression whether this is achieved through mentoring and coaching or classroom learning environments, we offer rewarding ways in which to learn.
About Experian
Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. We also help people to check their credit report and credit score, and protect against identity theft. In 2015, we were named by Forbes magazine as one of the 'World's Most Innovative Companies'.
We employ approximately 17,000 people in 37 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and S??o Paulo, Brazil.
Experian plc is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100 index. Total revenue for the year ended 31 March 2016 was US$4.6 billion.
To find out more about our company, please visit or watch our documentary, "Inside Experian."
Salary: . Date posted: 25/07/2017
The main purpose of this role will be to lead our servicing teams within our Voice department; however, we require flexibility to manage other servicing areas of the business as our business changes and diversifies.
Our Voice teams are on a journey to deliver customer excellence to meet our vision to make Service simple, easy and effortless. Teams are empowered, accountable and require an inspirational leader to embed our coaching culture that is engaging; making this a great place to work. Our priority is to develop the front line managers' interaction with their teams as their first priority to delivering high performing teams.
As our business rapidly changes with fantastic pace, therefore the ability to adapt and focus on the right priorities is vital.
You will be responsible for optimising performance and efficiency within the area that has the customer at the heart of everything we do. This means you will need to demonstrate the communication skills that engage our colleagues across the group to deliver the best products and services that support business growth.
Summary
Responsible for up to 10 direct reports (dependant on department)Produce and deliver to your recovery plans through unexpected changesDelivery, manage and maintain to BudgetTo maximise efficiency through collaboration with supporting functions such as Training and QA teamsImprove NPS performanceReduce repeat contact drivers and overall cost to serviceSupport in the improvement of forecasting capability and accuracy within the departmentDevelop people in order to deliver against operational objectives and succession plansConsult with multiple stakeholders in order to improve overall customer experience
Key Responsibilities
People Management
Drive Experian's Performance for Growth ensuring that all team members have stretching personal objectives, development plans and regular performance reviews to embed a high performance culture.Identify and develop high potential employees, and ensure an available talent pipeline to meet business and capability requirements.Manage poor performance through formal disciplinary procedures or performance plans.Encourages a culture of personal development ownershipActs as a role model, displaying a positive enthusiastic, can-do approach in the face of adversityEnsure training and competency plans are in place and that all team members complete required training in a timely manner. Customer
Champion a culture that achieves the business goals, delights customers and keeps consumer advocacy at the heart of everything that Experian does.Ensure that good client / consumer outcomes are at the centre of decision making.Champion and promote great service and seek to exceed client / consumer expectations.Regulatory, Governance and Control
Adhere to all regulatory requirements within area of responsibility and escalate issues quickly.Pro-actively identify risks and take steps to mitigate these.Ensures team members understand the importance of adhering to their regulatory obligations and responsibility for implementation of company policies and procedures.Ensure team members understand the operating model and the functional and individual responsibilities Commercial
Identify opportunities to Improve efficiency and reduce Cost per Contact.Support in the improvement of forecasting capability and accuracy within the department.Service
Drive operational performance to deliver against performance and service targets.Review of processes in place to improve our consumers' experience.Highlight unusual activity against operational KPI targets and budgets and propose recommendations. Team Working & Collaboration
Coaching and Developing team managers to ensure that they meet personal, developmental and business objectives.Driving engagement and loyalty of employees, through development of reward schemes and driving a recognition culture.To consult with multiple stakeholders in order to influence, challenge and understand their needs and priorities and gain their support and advocacy in implementing joined up and sustainable solutions across the business
Knowledge, Skills and Experience
Strong analytical and problem solving skills.Ability to analyse and utilise MI to make key decisions and influence key decision makers.Extensive management experience within a contact centre or operations environment.Strong leadership, influential, interpersonal and communication skills and can manage internal and external client/customer expectations.Ability to handle conflict and manage resolution.Experience of working effectively across management teams.Experience of managing budgets.
Benefits
Here at Experian, we believe that great work deserves great rewards. In return for your ideas, commitment and ambition, we'll give you a very competitive base salary and a range of benefits as soon as you join.
On top of your base salary, we offer:
Performance related bonus schemeA car allowance/scheme25 days' annual leave (plus the ability to purchase 5 additional days)Generous contributory pensionOpportunity to buy shares with the company share-save schemeLife assuranceMedical and Dental coverRetail discount schemes3 Community involvement days per annumWe also work with our colleagues to understand their long term career aspirations to ensure they have the career development and growth they need to achieve these goals. Through personalised career objectives and performance plans, we open up conversations on progression whether this is achieved through mentoring and coaching or classroom learning environments, we offer rewarding ways in which to learn.
About Experian
Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. We also help people to check their credit report and credit score, and protect against identity theft. In 2015, we were named by Forbes magazine as one of the 'World's Most Innovative Companies'.
We employ approximately 17,000 people in 37 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and S??o Paulo, Brazil.
Experian plc is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100 index. Total revenue for the year ended 31 March 2016 was US$4.6 billion.
To find out more about our company, please visit or watch our documentary, "Inside Experian."
Salary: . Date posted: 25/07/2017