Managing Executive

JOB TITLE Managing Executive (for Contact / Customer Service Call Center)

JOB LOCATION UK or Australia

Salary Rate - $100k-$150k Including 50% annual performance bonus

Purpose
- To shape the future of the operation by ensuring the delivery of an efficient and effective client experience through the delivery of consistently high-quality service delivery to customers.

Monitor the successful delivery of operational targets according to client agreements
- Review performance metrics on a weekly basis and address service issues with relevant managers
- Monitor service levels, customer experience, quality and compliance measures on a monthly basis and address inconsistencies
- Devise and monitor the implementation of effective communication structures to ensure all teams understand the overall business performance and their impact on it.
- Motivate and manage performance of Head of Ops / Senior Ops Managers within the operation to ensure delivery of overall targets and business plan.
- Review monthly forecasts and plans
- Review quarterly reports with Head of Ops / Senior Ops Managers and address areas of improvement
- Ensure service levels are aligned to customer SLA

Manage the growth and development of the client portfolio
- Identify opportunities and engage with client on opportunities for growth of the account
- Set a strategy for the development of the account and stay abreast of new practices and technologies.
- Assist in developing solutions for potential new clients.
- Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
- Approve best practice and continuous improvement plans and make recommendations based upon the employee and customer insight.
- Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs.
- Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.

Manage the client relationships
- Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
- Deliver cost efficiencies and increase in Customer Satisfaction Scores.
- Manage the client relationship and requirements to ensure that teams are delivering against agreed targets.
- Engage with clients on identified opportunities for growth of the account
- Effectively manage the contract with the client and make recommendations regarding commercials

Financial Management
- Approve the final forecast and analyze data against annual budget figures
- Review rolling forecasts for 12 months and evaluate against other areas ensuring ongoing business viability and growth

Level of Authority
- Focus is on the ratification and approval of all resource plans and proposed continuous improvement initiatives and sharing these across the section
- Sharing learnings with colleagues across the business in other sections.
- Impact focus is on Organic Growth: Business and campaign growth opportunities that will impact on the longer term strategy of the business.
- Control of the Client relationship
- Role is about achieving operational excellence not the micro management of the operation.

Size

Managing Executives have up to 5 Senior Ops Managers working for them with a ratio of 1 Senior Ops Manager to up to 400 agents and a ratio of 1 Managing Executive to 1500 agents

Usually work in a multi-disciplinary team reporting to the COO.

**Alternatively for structures over 1500 employees**: Managing Executives may have up to 3 Heads of Ops reporting into them with a ratio of 1 Head of Ops to up to 1000 agents and a ratio of 1 Managing Executive to >1600 agents Decision making and accountability of the Senior Ops Manager is reduced as a result of the additional management layer

Skills and Competencies

Skill
- Planning and Organizational Skills; defining performance standards and ensuring adherence to service levels; manage resources in the long term.
- Strong and adaptable communication skills with the ability to influence and motivate employees and managers
- Leadership skills; ability to lead and motivate a team
- Business Analysis; ability to analyze and interpret the metrics and forecast opportunities and threats in the longer term
- Financial management; ability to develop and manage budgets and forecasts; control of expenditure and understanding of consequences of deviations; commission structures; good financial acumen
- Strategic thinking with the ability to conceptualize, define and manage delivery against strategic priorities; management of an entire operation in the context of the broader business priori