Contact Centre - Project/Delivery Manager in London
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Job Description
This role is responsible for providing technical operation service, consulting, and implementation services within the European Regional Office for a Global Multinational Electronics Corporation. This client leads the market in cutting-edge consumer and business technology across Europe.
The successful candidate will use deep and strong knowledge of Customer Service business practices and business application knowledge to drive European-wide operational excellence. Experience and knowledge in Enterprise Software Solutions consulting are highly beneficial.
Key Responsibilities:
European Operational Oversight: Supervise performance across all Contact Centre channels (voice, chat, social, in-app) at local and regional levels.
Strategy & Targets: Build core CS metric targets in collaboration with Global HQ and local European subsidiaries.
Quality & Consistency: Develop, lead, and enforce European CS operation guidelines and policies across all customer touchpoints.
Audit & Improvement: Manage BPO audit planning and conduct regular vendor quality audits, including mystery shopping initiatives.
Commercial Management: Investigate, analyse, and advise on operation costs for optimisation, and manage the review of contractual terms (SOWs, pricing, SLAs).
Vendor Management: Handle all aspects of vendor logistics, including search, location changes, and managing key performance information.
Insight & Reporting: Perform regular benchmarking, run automated reports, and present insightful performance scorecards to management.
eCommerce Strategy: Develop the overall European strategy for eStore Contact Centre operations, creating guidelines to support both quality KPIs and sales boosting.
Issue Resolution: Act as the key liaison to resolve local and regional Contact Centre quality and operational disputes.
Key Skills:
Minimum of 3 years experience as a Team Leader, Data Analyst, Quality, or Training Manager within a BPO/Contact Centre or as a Manager in a Brand’s CS/Contact Centre Team.
Strong analytical, presentation, and MS Office skills, coupled with a high degree of self-motivation.
Familiarity with CaaS systems (e.g., SAP, Salesforce, Hybris) and associated processes.
Excellent arbitration and coordination skills to manage potential disputes between BPOs / subsidiaries / HQ.
Data/information literacy skills for gaining valuable insights.
Strong inter-personal skills in an inter-cultural working environment.
Flexibility and willingness to travel within and outside of Europe as required.
Desirable: Comprehensive understanding/knowledge of the latest Contact Centre solutions/platforms and voice networks (IVR, CTI, etc.).
Please apply for further information.
If you are interested in applying for this job please press the Apply Button and follow the application process. Energy Jobline wishes you the very best of luck in your next career move.
- Location:
- London
- Job Type:
- FullTime