Contact Centre Manager -
Evolution Recruitment Solutions Ltd
Exeter (with Regular Travel To Leicester)
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A job title does not make a leader Inspirational. Rather, it's the ability to drive people to reach great heights of performance and success and to demonstrate the qualities employees will follow.
Passionate, Positive, the ability to communicate and listen clearly as well as inspiring are all qualities we are looking for.
Sound like you? Then I want to speak to you!
You will be leading the delivery of complex engineering across multiple sites. Predominately based in Leicester you must be willing and able to regularly travel another site in Exeter.
You will be responsible for driving a shift in how the organisation/ teams operate, helping the organisation to hit their end of 2020 targets. Establishing an environment of continuous improvement through communicating the bigger picture regularly and leading by example.
You will be managing a team of first line managers (with field service teams operating UK wide), providing leadership and coaching to these first line leaders is a critical element of this role. You will be instrumental at creating a customer service excellence culture, so that managers proactively seek opportunities to improve efficiency, effectiveness, customer service and service delivery performance across functional areas they operate. Enabling field teams to deliver "first time every time and on time."
-Accountable for informing and executing the operational plan in line with key performance metrics to enable revenue, regulatory and service delivery to the required level for all their operational teams.
-Resolves complex problems involving a network of multiple stakeholders, ensuring successful resolution in each instance.
Finance & resourcing
-Accountable for understanding budgetary priorities and delivering within the financial envelope.
- Accountable for building successful, strategic relationships with senior external stakeholders e.g. suppliers, CPs, local authorities, industry forums.
- Accountable for developing collaborative partnerships with the SNPM and desk and field-based teams at MD and Director level and above, ensuring optimum delivery is achieved.
- Support your team by ensuring they have the right skills for their role across customer, people and change leadership and have development plans in place to close any gaps.
- Accountable for holding FLLs to account for customer service delivery provided by desk-based team members in their team.Proactively addresses individual performance issues as they arise.
People leadership & Role modelling - experience of leading a large-scale operational team and FLLs.
An ability to be operationally customer solutions focused, demonstrating real customer empathy in everything they do.
Financial acumen - a strong financial background is required, due to cost management, budget and P&L responsibilities
Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. KPIs, business cases and in particular supplier management)
Technical knowledge of complex telecoms networks and network technologies
Strong communicator - influencing skills with the ability to build solid relationships with patch partners (up to MD and Director level) and trade unions.
Join one of the world's biggest communications companies, and use your leadership skills to strengthen the engineering and customer service teams to deliver an unbeatable customer experience. We're looking for the right people to help do this who can influence lots of different types of people or specialisms, adopt different working practices and manage the project life cycle.
The people are hugely experienced, resourceful and innovative. They tackle complicated engineering problems - They go the extra mile and take on any challenge to build a better, faster and more affordable network solutions that help customers stay connected.
To apply for the role or to find out more, please contact Jack Mather at Evolution Recruitment Solutions.