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Contact Centre Quality Manager, London

Contact Centre Quality Manager An exciting contact centre quality role with a one of finest luxury hotel brands in Europe and the US. Reporting to the Global Head of Contact Centre, the role provides the opportunity to deliver truly world class customer experience across a multi-site and multi lingual operation. The Role. We are looking for an experienced contact centre quality practitioner ideally with some experience in luxury brands. You will have experience of creating quality frameworks and coaching strategy across a complex multi-lingual operation. We are looking for someone with real people focus who can inspire a real desire amongst the agent community to deliver a truly word class customer experience. Based in London with ad-hoc travel to other EU and US locations. The role will require you to: * Subject matter expert in quality audit, assurance standards and procedures in a contact centre environment. * Ability to provide guidance on quality measures and best in industry specification. * Strong knowledge of functional area, departmental processes and ability to analyse consumer feedback. * Able to understand and identify key issues across the business, prioritise tasks and translate into tangible solutions. * Proven ability to drive quality and performance across multi-site, multi-language contact centre teams. * Experience of working in a fast-paced environment and able to support the development of a culturally diverse, virtual contact centre team. * An experienced quality professional who has implemented programmes across organisations. * Highly competent in implementing controls and improvements in customer service to drive customer satisfaction. * Experience with a luxury brand of high touchpoint model desirable. * Previous contact centre experience in a complex, multi-stakeholder environment. * An inspirational and hands on leader, with capability of creating a positive work environment and producing excellent results. * Manage up to 4 direct reports including matrix alignment with US based operation. What we’re looking for * Excellent in your communications skills with your team and management colleagues, with clear passion and enthusiasm when engaging others. * Highly articulate verbally and in writing with an ability to influence and persuade internal and external stakeholders * Able to work under pressure, ensuring appropriate decisions and actions are taken. * Additional languages skills in French & / or Italian would be advantageous * Strong commercial awareness and ability to interpret business performance to deliver tangible results. * Strong negotiation, interpersonal, written and oral communication skills, including statistical report writing and analytical skills. * Ideally Degree educated and flexibility for ad-hoc global travel. * Experience of Lean Six Sigma CI methodologies would be

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Click here to Apply Now

If you want to get job availability details for your profession and location then click below to submit details.We will Inform you job availability by email when it is available.

Click here to Apply for any job you like

If you want to get job availability details for your profession and location then click below to submit details.We will Inform you job availability by email.

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