Telephony Contract Service Manager Full Time

Allen Lane Ltd.

My client, a Central Government department seek a Telephony Contract Service Manager.

This specific focus for this role will be on transitioning the management of Contact Centre contract, currently held by Teleperformance Ltd, to Passport Service Management from Customer Service Management team. The post holder will actively engage with Teleperformance to manage the contract performance and make improvements to ensure performance adheres to service standards.

Detailed deliverables for the engagement:

• Oversee day to day management and performance of the Contact Centre, currently provided by our supplier Teleperformance Ltd.
• Successful planning and engagement with the supplier (Teleperformance) to identify any potential issues and resolve any impact on Teleperformance’s readiness so they can support end to end service in view of the forecasted demand in 2023.
• Ensure the levels of service provided by Teleperformance meets customer needs and quality standards, reducing complaints and minimising adverse impacts on organisations reputation.
• provide strong leadership and guidance for members of the team working on this contract.
• public protection is maintained and improved (where possible) across the Teleperformance supply chain.

Detailed skills (including specialist skills) and/or knowledge required:

• Experience of monitoring/managing contact centre performance
• 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 have the skills and experience required please don’t hesitate to submit your application.