Waitrose Contact Centre Manager

Having just entered into our continued well established relationship with Waitrose, we are looking for committed and enthusiastic individuals who are ready to grow their careers in this highly successful relationship.

The team is evolving and we are seeking dynamic Contact Centre Managers to drive world class customer service, continuous improvement and operational excellence.

About the role-

·You’ll lead your team managers to achieve world class customer service, alongside meeting and exceeding business objectives and client service levels.

·Continually review and monitor trends in performance. Acknowledging what works and what doesn’t, implementing effective management of peak periods.

·Support the Head of Contact Centre in terms of resource planning, workforce management, data quality and financial target achievement.

·Working closely with the Learning and Development Manager to continually develop our team managers and advisors ensuring the highest standard of customer service, quality and adherence.

· Responsible for managing all HR policies, ensuring compliance at all times.

. Annual management of seating capacity requirements.

You’ll be a true leader, who encourages and values the input of your team and allows them to drive change whilst upholding the Waitrose brand.

You will have-

·Exemplary customer service skills with proven ability to get it right first time for the customer

·The ideal candidate will have a minimum of 2 years’ customer centric management experience within a contact centre environment.

·Strong leadership skills with the ability to manage large groups of people with differing experience levels.

·Effective performance management skills, through coaching, achievement of objectives and appraisal.

·Excellent communication skills with diverse groups of people utilising varied methods of communication , proven ability of a successful client relationship

·The ability to analyse processes, enact change, and think operationally and strategically.

Hours-Full time must be flexible between 08.00am–10pm Monday- Friday, 8am-9pm Saturday & 9am-7pm Sunday.

Pay- Up to 30k Dependent upon Experience

Benefits include:

·Working with a highly recognised brand

·Part of a long term integral partnership – where you can influence positive change

·Quarterly management bonus and regular reviews based on merit

·Management training & coaching – SITEL & Waitrose focused

·Holiday, pension & private medical

·Plus several SITEL discount and incentive schemes