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CX job vacancy of the week: Footasylum

26th Jul 2022
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Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

Vacancy of the week: Foot Asylum

This week: Contact Centre Manager – Footasylum – Head Office, Greater Manchester

The sneaker and clothing giant are on the hunt for a Contact Centre Manager to play a vital role within their customer experience department, overseeing all aspects of CX operations and supporting the CX strategy. The role-holder will be responsible for ensuring the company’s approach to delivering high standards is executed throughout the operation across the entire calendar year by leading and motivating the CX team.

Responsibilities

  • Lead and motivate the customer experience team to achieve success through establishing clear expectations of performance, reviewing individual and team progress and taking proactive action (in accordance with the trigger guidelines) to bring performance back in line if required.
  • Recruit, develop and maintain the best available talent and provide coaching, training and constructive feedback on a regular basis to ensure the team maximises its contributions to the business whilst maintaining a culture that attracts, retains and motivates staff.
  • Manage all relevant customer contact channels and systems by working with relevant stakeholders to ensure the technology works as required, improving the customer and user journey.
  • Collaborate with other areas across the business, engage other departments to increase the perceived value of the contact centre and prioritise demands from across the organisation based on business need.
  • Understand, execute and communicate regular contact forecasting and operational performance which meet the needs of the wider business, prioritising accordingly.
  • Ensure all contact volume/trends and employee performance information is shared, actioned and that it drives continuous improvement across all channels and CX functions.
  • Create a succession plan and champion developing team members.
  • Drive down the need for repeat contact, focusing on ‘right first time’ and agent ability to find a solution on the customer’s chosen channel.
  • Ensure all team managers are trained and equipped to confidently handle conflict and any escalations.
  • Provide industry leading customer service to both external customers and internal colleagues.
  • Build relationships within brands and departments by finding solutions and establishing yourself as a point of contact for relevant stakeholders.

Requirements

  • Passionate about CX with the ability to challenge existing ideas and develop new ones.
  • At least 2 years’ experience leading team managers in a similar environment.
  • Experience working with HR processes and the ability to demonstrate where you have adopted them.
  • A strong customer focus and the ability to cascade this down the teams.
  • Experience in planning and delivering multiple projects.
  • Experience managing stakeholder relationships and the ability to develop these to benefit and positively impact a mutual agenda.

For further information and to submit an application, visit the Footasylum job board.

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