St. Ives, Cambridgeshire, East Anglia, United Kingdom
M Group
to bids/proposals. You will have commercial acumen (budgeting, forecasting, cost control), familiarity with ITIL and delivery against SLAs/OLAs/KPIs, and excellent stakeholder, leadership and coaching skills. Desirable: Power BI/reporting, Lean Six Sigma/Prince2/Agile, large-scale facilities or network operations, and strategic business-continuity/major-incident experience. Behaviours: responsible, open More ❯
indicators (KPIs) and service level agreements (SLAs). To do so, you will be responsible for conducting regular 1-to-1s with team members and providing ongoing training and coaching to create a culture of continuous improvement. The Wildanet Customer Experience Manager provides a polite, professional, and empathetic point of customer complaint escalations. Outbound call monitoring and reporting for agents. … ongoing training programs to ensure that team members have the skills and knowledge needed to deliver exceptional customer service. Conduct regular 1-to-1s with team members to provide coaching, feedback, and support. Collaborate with other departments, including sales, marketing, and technical support, to ensure that customer needs are being met. Managing timely escalations of service affecting issues and improvement … Exco in the event that a risk to the company's reputation. Actively reviewing and collecting data on the customer journey, to identify trends and opportunities for improvements. Agent coaching & development to support multi-skilling. Track and report on outbound call metrics including contact rate, resolution rate, and customer satisfaction. Ensure all outbound activities are compliant with regulatory and internal More ❯
