81. Business Manager

Identify, implement and deliver improvements in the customer service and sales levels in line with the overall business objectives. Specifically, Understand strategic, tactical and operational aspects of customer service to effectively deliver the operational strategy. Drive and implement consistent strategies to business objectives, improving the level of service.

Fully accountable for ensuring all operational performance key performance indicators including intraday coverage, ASA performance and contingency across sites are delivered, maximising value across the organization. Ongoing development of the CSM population. Identify potential high performers and develop appropriate programmes. Liaise with Resourcing to drive accurate planning in relation to volumes and staff requirements. Identify and implement business improvement activity, supporting best practice.

Build and maintain effective working relationships with the Business Improvement Managers to identify improvements in relation to general call handling skills (AHT, Wrap etc) and for sharing best practice. Develop a culture which embraces change to enable the successful delivery of all change programmes. Build and maintain excellent working relationships with General Managers and Operations Managers across the other local contact centre operations and in Processing Centres to ensure the successful delivery of the customer service strategy. Accountable for all process changes implementation and their realization.

Motivate and develop teams to a high standard of achievement and efficiency - an inspirational leader of people. Demonstrate success in retention and customer service in a managerial capacity. Superior people management skills attained in a customer service environment. Proven ability and experience of coaching to high standards. Challenge and progress improving processes or removing blockages that impact customer experience. Drive improvements and be able to deliver a step change in performance.