Kellogg Brown & Root (www.kbrjobs.com)
Title: Intelligent Contact Centre Manager
Job Number: 1074480
English Language and Maths GCSE grade C or above
Minimum of 5 years’ experience in successfully managing customer service within a service centre/ call centre environment /customer service role
Experience of working with customer and supplier SLAs, performance measurement and personal work targets and working on performance of own team.
Experience of operating contracts within a commercial environment.
A supervisory qualification
Experience of managing cross-functional teams
Experience of balancing the demands of client, internal stakeholders and external suppliers
Experience of working with customer and supplier Service Level Agreement (SLA) and performance measurement of own team
Experience of working to targets
FM knowledge or experience
Knowledge of customer service software systems/databases
Experience and Skills:
Strong communication skills and the ability to deliver excellent customer service with strong customer focus
Able to problem solve with a can-do approach to issues
Experience of managing resources across multiple customers to plan and accomplish goals
Strong team player and role model, capable of gaining trust and support of the team.
Ability to relate to others in a positive way and build strong working relationships and support team towards achievement of targets
Proven ability to work unsupervised and under pressure
Ability to implement short, medium and long term business plans and monitor success and suggest
improvements and innovations.
Project management skills
Produce management information on all aspects of the contact centre
An effective time manager with the ability to multi-task and adapt to a changing environment
Strong operational contract and commercial awareness and focus
Approachable individual with a professional manner
Methodical in approach to tasks
Working knowledge of telephony and other communication systems
Manage shift patterns
IT literate including Word, Outlook, Excel (SAP and SharePoint would be advantageous)
Full security clearance, or be in a position to obtain security clearance
Responsible for the efficient day to day running of allocated operations and contracts based within the FM Assurance Framework Agreement. Ensuring the highest quality standards are adhered to; the best value is incorporated into all areas of work; Assist in development of the strategic plan; Identify solutions to improve the Service Delivery experience for the customer and the effective supervision of all staff under their management. Takes ownership for own performance actively seeking opportunities to improve and develop.
The role is responsible to the Head of the NISC for:
Championing “We care, We deliver” team values across the business
To implement the operational plan for the helpdesk including practical strategies to make the business more successful.
Recommending changes to services to fulfil customer contract requirements, and maintaining an Operations Manual for all service arrangements.
To serve allocated operations effectively and efficiently to provide 24x7 services which will retain customer journey experience, measured by customer satisfaction surveys.
Maintain relationships with operational contacts.
To maintain all aspects of helpdesk policies, procedures, service standards and initiatives and ensure these are effectively embedded and adhered to consistently by all, measured by KPI reporting.
To implement the helpdesk policies and procedures governing customer contact, correspondence and the handling of customer complaints and compliments.
To complete monthly reports and analyse performance of the helpdesk
To track contact quality and contact volume, producing metrics for service performance, resolving discrepancies and areas that need improvement and discuss regularly with Head of NISC.
Participate in hiring, training and managing employees of the helpdesk team.
Focus on development and succession through training, mentoring and empowering staff to make decisions and KBR AIM process
Take ownership for own performance, receiving feedback positively, taking action where required and identify
and apply opportunities to develop and improve skills.
Lead by example in the use of best practice of the company’s standards, values and behaviours.
Be prepared to work on relevant contracts, projects and initiatives at short notice to support the needs of the business which may require a flexible approach to time management.
To ensure that the Business Continuity Plan is implemented and tested in the event of an incident and that service continues to be delivered.
Comply and embrace KBR “Zero harm” policy encouraging a safe and secure working environment
Leadership- sees the bigger picture, leads by example, motivates others, makes decisions, initiates action and takes responsibility.
Communication and influencing – establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise, persuasive/negotiates with others
People Management – fosters team/individual performance.
Achieves results, sets targets and reviews actions against them.
Leads, motivates and empowers others.
Deals with issues, coaches and encourages others.
Organisational skills – plans well in advance, set clear objectives, manages time/delegates reviews progress against plan and ensures sufficient resources are in place.
Encourages improvement in self and others.
Results orientation – satisfies internal/external customers.
Provides effective performance management and has working knowledge of systems and processes.
Interpersonal skills – builds positive relationships, confident in own ability, approachable to all staff, shows respect and tolerance
Special Working Conditions:
Participation in the on call rota
Visit to client sites as and when required
Participates in other projects as required by the Head of the NISC
Shift patterns run 24/7 365 days per year with a weekend team fulfilling weekends and bank holidays. This role will mainly operate during weekday working hours. However there will be a requirement to operate outside of those hours for operational training and for operational needs.
Job: Facility Operations