Senior Contact Centre Manager
We are looking for a Contact Centre professional to work in a central role as Senior Contact Centre Manager, with responsibility for delivering and managing an outsourced operation that meets the needs of our internal service areas and their customers. It is a demanding position that will require someone who combines a passion for customer service delivery with deep, practical delivery skills and operational management expertise.
LOCOG is seeking to establish a Contact Centre operation providing support to three main customer groups:
• Members of the public with general enquiries about the London 2012 Olympic and Paralympic Games.
• People applying to be Torch Bearers in the Olympic and Paralympic Relays.
• Up to 70,000 volunteers who will form a vital part of the 2012 Games-time workforce.
The Contact Centre will be a key channel through which we must deliver on our brand values.
We are looking for a senior contact centre professional to work in a central role as Senior Contact Centre Manager, with responsibility for delivering and managing an outsourced operation that meets the needs of the three internal service areas and their customers. The role may also involve managing an in-house operation.
It is a demanding position that requires someone who combines a passion for customer service delivery with practical delivery skills and operational management expertise.
* Hold accountability for the development, implementation, ongoing management and continuous improvement of Contact Centre operations.
* Work closely with internal LOCOG departments, shaping the Contact Centre operation in line with business needs.
* Achieve and maintain standards of customer service delivery.
* Develop and manage internal and external relationships.
* Own the relationship with the outsourced supplier.
* Manage the performance of Contact Centre services to agreed supplier and internal service levels.
* Hold accountability for budget planning and management.
* Be responsible for building and agreeing forecasts and other key planning data.
Key knowledge, skills, experience and qualifications required:
* A successful track record in designing and implementing new contact centre operations to tight timescales.
* Proven operational contact centre leadership.
* Experienced in contract and supplier management in an outsourced environment.
* Skilled in developing and managing internal and external suppliers, customers and stakeholders.
* Expertise in operational budget management.
* Experience of services with volatile, media driven customer contact volumes.
Key competencies and behaviours:
* Strong programme planning and management skills.
* Service-focused, with a passion for excellence.
* Dynamic and flexible in response to changing business priorities, while remaining focused and calm.
* Commercially minded in the context of customer service delivery.
* Extremely hands-on, driven leadership style.
* Ability to engage stakeholders at all levels, including multiple board level contacts.
* Proactive with a continuous improvement ethos.
Canary Wharf - London
Term of appointment:
The appointment will be made under the London 2012 Organising Committee's standard terms and conditions.
Prior to appointment the successful candidate is subject to a number of enquiries which will include a criminal record check and pre-employment screening. In the event of the successful candidate having a criminal record this would be reviewed on a case-by-case basis.
Diversity and Inclusion:
The London 2012 Organising Committee is committed to creating 'everyone's 2012'. This means creating a diverse working environment, free from discrimination, where everyone is included and treated fairly, based on merit alone. View the LOCOG Diversity and Inclusion Strategy.
To help us measure progress, please complete the Diversity and Inclusion Applicant form during the application process. The information is anonymous and separated from your application. It is strictly confidential and only used to provide an overall profile analysis of LOCOG.
LOCOG guaranteed interview scheme:
LOCOG is actively committed to the employment and career development of disabled people. To demonstrate this we use the Disability Symbol awarded by Jobcentreplus.
LOCOG guarantees to interview anyone with a disability, as defined by the Disability Discrimination Act (1995) whose application meets the LOCOG Person specification. The Disability Discrimination Act (1995) defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect on their ability to carry out normal day-to-day activities. View the LOCOG outreach programme for recruiting disabled people.
Applicants who are successful to interview stage will be contacted within 21 days from the closing date.