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Service Manager (Contact Centre) - SC Cleared - Contract


Public Sector / Telecommunications

£500 - £550 per day



Job Description

Telephony Service Manager (Contact Centre) - SC Cleared - Contract

Location: Hybrid / Southport

Rate: Up to £550 per day

IR35: Inside

The role:

A leading Central Government Institution are seeking a Telephony Service Manager, with specific experience of managing Contact Centres, to manage the contract performance and make improvements to ensure performance adheres to service standards.

This is an initial 6-month contract, Inside IR35 and paying up to £550 per day. This role requires the candidate to be SC Cleared.

Experience Requirements:

* Experience of monitoring/managing contact centre performance
* Provide strong leadership and guidance for members of the team working on this contract
* Reducing contract duration whilst optimising customer experience
* Optimising contact routes to reduce avoidable contact, repeat contacts and improve overall customer outcomes
* Forecasting contact demand patterns & understanding drivers of contact
* Developing, implementing and utilising management information to monitor overall effectiveness and optimise end to end contact services
* Developing contact capacity/resource strategies - multi-channel - webchat / telephony / email.
* Supplier/contract management & negotiating - implementing improvement / rectification plans
* Qualified by experience to act as intelligent customer to support procurement of new services - from supporting the design, business requirements, challenging solutions/options presented by bidders, evaluation of bids, ability to oversee implementation and mobilisation of the new service.

If you are available and interested, please apply in the first instance and you will be contacted to discuss the position further.