Customer Experience Manager

Vacancy posted: Tuesday, 20 September 2016

Salary: cú42K + Excellent Benefits & Career Prospects!!
Location: Edinburgh

Job ref. no.: HH/CEM/1610

Our client operates a modern, multi-channel, contact centre facility within the Edinburgh region; priding themselves on both their client and employee engagement approach.

From a position of continuous improvement and implementation of their customer contact strategy, they are looking to appoint a talented customer experience professional, capable of ensuring that all channels prove uncomplicated and highly efficient.

The successful candidate will assume responsibility for the following:

  • Work closely with both internal & external stakeholders to ensure that all contact channels prove cost-effective and business ready
  • Regularly conduct team and individual performance reviews and recommend improvement
  • Ensure consistency of customer experience embraces all contact channels, ensuring digital contact capability is maximised
  • Align all technologies to deliver maximum FCR and minimise unwanted traffic
  • Maximise operational efficiency, scalability and capability through impeccable resource planning and WFM leadership
  • Aggrandise the forecasting process through skilled analysis of demand trends and drivers

Applicants will most likely possess the following skills, experience and personal attributes:

  • Extensive customer experience skills gained within a multi-channel contact centre environment
  • Operational management experience gained within both traditional and digital contact environments
  • A strong understanding of contact centre technologies, resource planning and WFM
  • Highly experienced in transformation, continuous improvement and change control management
  • Expert knowledge of workflow processes, information streams and MI & reporting
  • Adept at ensuring consistent, high-performing, scalable, and profitable contact channels are profitable for, and in-tune with, the business strategy

This represents a truly fantastic career opportunity and CV’s should be emailed in the first instance to:

Tony Hamilton – Managing Director – Hamilton Hunter Ltd

s1 says:

This job has been on the site for more than a week so it may be removed soon. Get your application in now before you're too late!Apply now
Contact Name Tony Hamilton
Telephone 07445 475 768

About Hamilton Hunter

Hamilton Hunter is recognised as a specialist recruitment consultancy, combining the latest Search & Selection techniques, Contingency Search and Global Business Networking to deliver a highly effective and powerful candidate attraction solution.

We recruit executive, managerial and specialist staff across a range of disciplines, primarily across the whole of the UK and we see our role as bringing together exceptional talent, by not only utilising our Search & Selection experience but by knowledge sharing, educating, networking and connecting people in a way that will positively impact all involved in the process.

Our client base is primarily corporate by nature and spans many sectors including: Insurance, Digital, Financial Services, Retail, Outsourcing, IT and Telecommunications.

Whilst every company strives for the best mission & vision statements, ours are one and the same “to find the right people for our clients every single day”.

Welcome to Hamilton Hunter.

Tony Hamilton
Managing Director

View all jobs with Hamilton Hunter

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