Centre Manager Resume Samples
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Centre Manager Resume Samples
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CK
C Kuhn
Catharine
Kuhn
26515 Thad Plaza
Boston
MA
+1 (555) 903 0614
26515 Thad Plaza
Boston
MA
Phone
p
+1 (555) 903 0614
Experience
Experience
Detroit, MI
Centre Manager
Detroit, MI
Heaney-Dare
Detroit, MI
Centre Manager
- Develop and communicate the plan and budget for delivering the work on time, and manage all costs and resources to ensure delivery of the plan
- To manage the work of Administrative Assistant
- Assist the Director in the development and communication of a non partisan academic forum close to policymakers
- To develop and drive change within the business via Service Development Improvement Plans
- Assist the Sales Manager with enquiries, viewings, lettings, marketing and events
- To build and maintain a good working relationship with the Account Team, including working together on a pre-bid basis
- Provide professional advice and guidance on the work of the Centre to internal and external stakeholders
Chicago, IL
Test Centre Manager
Chicago, IL
Torphy Inc
Chicago, IL
Test Centre Manager
- Act as Line manager for all test centre staff regarding employee relations, training & development, absence management and performance management
- Oversee overall day-to-day operation of the PPC, and co-ordinate activities and instructions from Regional Managers and other Test Centre Management
- Create and send other reports and information as requested by the Regional Manager
- Create draft site staffing schedules, and collect test centre time keeping records, for communication to the Regional Manager
- Provide a high level of customer service in the test centres at all times
- Perform daily test centre opening and closing procedures
- Communicate / work with Pearson VUE technical support staff to investigate and fix technical issues
present
Detroit, MI
Contact Centre Manager
Detroit, MI
Hickle, Waelchi and Leuschke
present
Detroit, MI
Contact Centre Manager
present
- Working with contact centre and back-office staff to continually improve performance to improve the first time fix rate with a target of 80%
- Support & coach team managers in implementing development and training plans and allocating time and resources to maximise performance
- Manage team performance, setting clear objectives and targets. Provide guidance, support and communicate to the team
- Hold monthly financial reviews with the Finance Manager to monitor financial performance and where necessary implement actions to improve financial position
- Reviewing and recording the performance levels and providing reports to management and customers
- Work closely with the Operations Managers and Team Managers, play a hands on role in selecting the very highest calibre of people for our team
- Lead, coach and develop employees to achieve business results and professional/personal development objectives
Education
Education
Bachelor’s Degree in Employee Engagement
Bachelor’s Degree in Employee Engagement
California State University, Los Angeles
Bachelor’s Degree in Employee Engagement
Skills
Skills
- Exceptional interpersonal skills
- Exceptional skills as a change agent and process oriented individual. Ability to resolve complex issues within functional area and/or area of expertise. Ability to develop and execute priorities and approaches to meet objectives
- Reasonable knowledge of products, customers IT systems and applications, which could be domestically and globally especially conferencing products
- Good relationship, problem solving and communication skills
- Lead data acquisition, predictive model training / validation / test, predictive model deployment, “experts in the loop”, customer assistance, contract management and reporting in IAM
- Continuously seeking new ways of using the data to deliver additional value to our customers, reduce lead time / cost and improve quality. You have direct impact to P&L of IAM
- Coordinate Engineering to Order delivery activities with the Technical Product Managers and the technical sales support
- Design the structure and the process of the IAM centre and lead the implementation, coordinating with the Operations Manager in Ship Intelligence
- Collaborate with the Marine Services organisation on in-fleet issues, and contribute to the resolution of customer issues
- Develop and communicate the plan and budget for delivering the work on time, and manage all costs and resources to ensure delivery of the plan
15 Centre Manager resume templates
Read our complete resume writing guides
1
Senior Cards Centre Manager Resume Examples & Samples
- Minimum of six years proven and progressive vendor management experience, including a minimum of three years proven financial services or industry-specific segment or management consulting experience or equivalent
- Solid business knowledge of credit cards, vendor management and/or business operations preferred
- Ability to develop and socialize project management plans and business cases preferred
- Track record of meeting and managing deadlines (individual & team)
- Excellent written and verbal communication skills; effectively communicates with all employee levels and levels of management
- Experience managing outside vendors to execute programs and activities preferred
- Advanced problem solving and analytical skills preferred
- Able to work well with ambiguity preferred
2
Centre Manager Resume Examples & Samples
- To provide an efficient, courteous and professional first point of contact at the business centre, for all users
- To provide a complete administrative service to the Centre
- Ensure the Business Centre is clean, tidy and in good repair
- Ensure efficient operation of Building Management Systems and compliance with Health & Safety legislation
- Assist the Sales Manager with enquiries, viewings, lettings, marketing and events
- Manage all new lettings to include IT, Telecoms and welcome pack
- Liaise with all existing customers on regular basis to ensure good customer relations, on going client care and the servicing of their needs and complaints
- Understand the lettings procedure from initial enquiry to final letting
- Manage meeting room bookings and usage. Assist with marketing and promotion of the meeting rooms
- To be familiar with the Centre, its systems, services and tenants
- Prepare and update maintenance schedules on a monthly basis
- To run the reception, office administration and bureau facilities within the Centre
- Assist in the collection of licence fees, other charges and tenant arrears
- To be familiar with the operating budget and budgetary systems of the Centre
- Manage Business Centre budget, suppliers, invoices, and orders
- Familiarisation of competing centres and services in the local area
- Participate in the marketing and promotion of the centre
- To provide an efficient and effective reception/switchboard to the business centre
- Provide secretarial support to the Directors when on site
- Produce, distribute and manage annual customer satisfaction survey
- Manage and reconcile petty cash
- Conduct meter readings for utilities on a monthly basis
3
Reception & Centre Manager Resume Examples & Samples
- Assist with marketing and promotion of meeting rooms
- Manage budgets, suppliers, invoices and orders
- Assisting the management team
- Provide first point of contact
- Provide secretarial support to Directors when on site
- Petty cash
- Liaise with existing customers
- Manage meeting room bookings and usage
- Maintain schedules
- Run many facilities within thecentre
- Assist in collection of fees
- Manage all new lettings
4
Test Centre Manager Boston Resume Examples & Samples
- Mondays 8:00am - 4:30pm Tuesdays 11:30am - 8:00pm or 08:00 - 4:30 alternate * Wednesdays 8:00am - 4:30pm
- Thursdays 8:00am - 4:30pm - some * Fridays 8:00am - 4:30pm - some * Saturdays 8:00am - 12:00pm - alternate
- Experience in a customer facing role Experience of co-ordinating and administering activities of a team
- Strong administration and reporting skills
- Must be Pearson VUE certified for a Testing Administrator and pass a re-certification annually to ensure that skills are kept current and problem areas identified
- PC literate, comfort with the use of a full range of Microsoft Office and Windows applications Desirable Experience and Qualifications
- Experience in a testing environment Working Arrangements
- You will be based in one of the Pearson VUE test centres Some local travel to other PPC’s or temporary locations may be required
- A flexible approach to working is essential for this position as opening hours will vary according to the volume of tests booked
5
Test Centre Manager Aberdeen Resume Examples & Samples
- Mondays 8:00am - 4:30pm
- Thursdays 8:00am - 4:30pm
- Saturdays 8:00am - 12:00pm
6
Test Centre Manager Resume Examples & Samples
- Tuesdays8:00am - 4:30pm
- Wednesdays 8:00am - 4:30pm
- Thursdays 8:00am - 4:30pm /11:30am - 8:00pm (alternate weeks)
- Support the Regional Manager in recruitment issues and conduct staff interviews as required
- Maintain and update local site administration and documentation
- Ensure personal responsibility for understanding and delivery of testing following updates and changes to client requirements / testing, as they occur
- Create draft site staffing schedules, and collect test centre time keeping records, for communication to the Regional Manager
- Serve as the local contact point for operations, building management, site security, deliveries, vendors, etc, and escalate issues to the Regional Manager as appropriate
- Verify correct staffing levels are maintained according to plan, and notify the Regional Manager of any and all staffing issues
- Monitor supplies inventory, and order inventory when applicable within budget guidelines
- Able to function as a representative and professional contact point for internal and external stakeholders
- Able to work independently as well as part of a team
- Must enjoy working with people, be comfortable in a quiet environment, have effective time management skills, and be able to work effectively under pressure
- PC literate, comfort with the use of a full range of Microsoft Office and Windows application
- Experience in a testing environment
7
Guest Service Centre Manager Resume Examples & Samples
- Manage on-going relationship with the third party vendor that provides contact centre services to The Disney Store Europe
- Develop and achieve performance goals and objectives to reduce customer effort and identify and remove the root cause for contacts whilst improving the overall customer experience
- Develop and manage the qualitative service measures for internal and external customers
- Manage the operational strategy for guest services
- Contribute to the development and deployment of the customer service vision and mission
- Identify, develop and share industry best practice in the area of customer service provision, execution and management
- Develop and manage the financial forecasting and budgeting process for the guest services department
- Manage travel and expense and other costs to agreed budget
- Work with the third party vendor to ensure that the Guest Service Centre (GSC) is resourced effectively and efficiently taking into account sales forecasts and other business relevant information
- Actively develop the team, clearly identifying strengths and opportunities for growth, including providing appropriate training where required
- Liaise with learning and development and the GSC client to ensure that training on new procedures and improvements to service are maintained
- Hold the GSC accountable for providing accurate and timely information back to Disney
- Responsible for ensuring improvements across all operational processes are identified and suitable review is conducted to validate benefit to operation
- Proven experience working as a manager within a multi-lingual contact centre environment essential
- Proven experience of delivering high quality customer service operations
- Demonstrate a strong understanding of customers, their behaviours, trends and expectations
- Proven experience of building effective relationships, leading and managing change and collaboration across departments to achieve financial targets and joint goals
- Fluent in English (written and verbal) with a second European language preferred (Italian, German, Spanish)
8
Test Centre Manager Resume Examples & Samples
- 60% Customer Service
- Review test roster and prepares for candidates including those for special accommodation preparation
- Explain the test process briefly
- Help candidates to place all personal belongings in a personal locker
- Escort examinee to assigned test station
- Record and report all problems or discrepancies in a timely and efficient manner that arise in connection with an exam, a candidate or the testing center itself
- Print the test results after the candidate completes the test
- 20% Operational Administration
- Perform daily site opening and closing
- Assure equipment is operational and test stations are free of extraneous materials
- Review transmissions logs (uploading of current day’s test results & daily downloading of examinations and site schedule) from software that automatically connects to hub system periodically
- Monitor supplies inventory and order as necessary
- Test Center cleaning if applicable
- 10 % Quality Assurance and Continuous Improvement
- Ensure the adherence to the Pearson Professional Center quality and security measures
- Recognize and identify potential areas where existing policies and procedures require change or where new ones need to be developed and shared
- 10% Other duties as assigned
- Two year supervision experience in customer service required
- Strong written and oral communication & Customer service skills required
- Ability to do technical and functional communication
- Team leading and training skills
- Very well organized
- Ethics and trust
- Knowledge in operating a computer, fax, and other office equipment
9
Contact Centre Manager Resume Examples & Samples
- Lead a large client facing team to achieve all business objectives and scorecard metrics
- Foster an environment where employees are highly engaged and the environment is positive and high energy
- Demonstrate effective change management leadership and take an active role in leading, facilitating and supporting change
- Translate and communicate strategy into measurable goals. Achieve goals and objectives for the contact centre
- Responsible for the delivery of Legendary Client experiences as measured by the Legendary Experience Index. Lead, and coach team on strategies and tactics to improve the overall customer experience – ensure clients are fully supported with all their investing, banking and digital needs
- Create, maintain and lead an environment that focuses on Growing the Business through building and deepening client relationships – deliver One TD to all customers
- Lead and apply the Sales & Service Management Practices and follow up on action plans to improve the overall employee experience
- Plan and execute on business activities, review and communicate results, and adjust tactics accordingly
- Build for the future and ensure alignment to the TDBG Leadership profile by attracting, recruiting, motivating and retaining a highly diverse qualified workforce achieve business objectives
- Ensure Money Out Advice teams comply with all policies and procedures and passes all corporate and operational audits
- Other key performance metrics include TD Pulse, Service Level targets, Quality and Productivity Goals, Sales Revenue, Response times, Client Problem Resolution, and Compliance
- Take on added responsibilities and/or initiatives as the business evolves
- Lead, coach and develop employees to achieve business results and professional/personal development objectives
- Actively promote TD’s Brand within the community through participation and leadership in community business groups, initiatives, fundraisers, TD sponsored initiatives, community events, etc
10
Contact Centre Manager Resume Examples & Samples
- Oversee all Contact Centre operations, including but not limited to staffing, training and scheduling
- Develop and maintain an energetic, high performance Contact Centre culture that inspires employee commitment
- Continue to develop and implement program policies and procedures
- Establish standards for call handling, service levels and performance monitoring measures
- Update training collateral/manuals and provide onsite training to Contact Centre representatives
- Facilitate training by having a sound understanding of the product offering
- Oversee shift staffing goals, ensuring all projects reach the recommended hours necessary to finish on time
- Ensure that all Contact Centre performance and service standards are met in the areas of quality, call processing time, and productivity
- Create processes to capture, analyze, leverage and share customer insights in order to improve call efficiency and client satisfaction
- Collaborate with team members to craft solutions to meet customer needs
- Contribute ideas that will help to resolve customer problems
- Help to prioritize the product roadmap with engineering, design, marketing and sales
- Track and Document product functionality
- Collaborate with marketing to effectively launch new services, features and enhancements
- 8+ years of experience working in a Call Centre, Contact Centre or Processing Centre environment (education may be substituted for experience on a year-for-year basis)
- Exceptional leadership, interpersonal and customer service skills
- Strong personnel management skills and experience including the ability to develop and motivate staff
- Team player with the ability to work in a fast-paced environment is a must
- Demonstrated ability to implement and develop strategies, build action plans, and set goal
- Strong ability to troubleshoot problems
- Proficiency with computer software programs including MS Office (Word, Excel, etc.)
- Must have excellent English and French communication skills, both written and verbal
- Experience working with First Nation and Métis communities is preferred but not required
- 5+ years of management/supervisory experience in Contact/Call centre
- Demonstrated ability to develop, implement and execute business processes for new business
- Strong issue management and risk mitigation background
11
Trade Service Centre Manager Resume Examples & Samples
- Lead the delivery of superior client service by
- Providing guidance and direction in the provision of consultative, value-added, effective and efficient customer service and support
- Ensuring all aspects of the customers’ trade needs are addressed in a manner consistent with Scotia Service Standards and Complaint Resolution Standards and in doing so positively differentiate the level of service / support provided to the customer from that provided by other financial institutions as it related to trade services
- Negotiating with the customers and/or GTB Sales the terms of the proposed trade instruments and making final decisions or where escalation is required recommending solutions to the Director, Trade Services Centre
- Establishing, monitoring, coaching to and ensuring adherence to Service Level Agreements
12
IT Command Centre Manager Resume Examples & Samples
- Serves as single contact point for users on IT incidents (24x7) and IT issues
- Gather and process relevant information at point of incident and perform quick assessment of the impact
- Provide timely and informative updates to management, stakeholders and users until incident closure
- Manage coordination with Problem Management, ITT Mgt, stakeholders and users
- Act as department focal point for Incident and Problem Management
- Document all incidents and the responses
- Understand and track outstanding actions for incidents escalated to Command Centre till closure. Follow up on improvement plans
- Provide a self-service portal on IT incidents, issues and control
- Drive regular meetings with Business Units and Support Units on IT incidents and IT problems
13
Assistant Contact Centre Manager Resume Examples & Samples
- Manage the European Sales and Service contact centre; meeting all key performance targets
- To be accountable for all of the metrics all of the time
- Responsible for performance of the campaigns, outperforming forecasting targets and margin achievement
- Clear, regular communication with the Senior CCM to ensure full detail of all activities are clear and each site is delivering in a consistent manner
- Highlighting negative performance variances/trends, and immediately developing an action plan to address
- Responsibility for recording notification of change and management of the change to ensure the it is quickly briefed and change is embedded and maintained
- Working closely with other key stakeholders to achieve optimum performance levels at all times (i.e.R&A, L&D, Recruitment, WFM, Real Time Management, Quality)
- Completing business critical reports on time and dutifully (i.e. with meaningful and relevant information and commentary)
- Developing/implementing regular initiatives that maintain high levels of employee engagement across the company
- Implementing recognition programmes/awards and ensuring the timely delivery of each
- Coordination of the Annual Salary Review process, and Quarterly Review Process, ensuring all reviews are professionally completed with the appropriate outcomes
- Overseeing human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
- Maintaining and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
- To step into the management role in the absence of the Operations Manager
- Experience of managing 40 FTE inbound contact centre environment for a minimum of 3 years
- Proven experience in developing people and performance management programmes
- Keen eye for analytics, understanding data with the ability to apply figures to day to day management
- Compiling and presenting regular business reviews
- A good understanding resourcing contact centres, scheduling and real time management principals
- The ability to drive a culture of customer-centricity across the campaign, and ensure all actions result in added value for customer groups
- Experience implementing and embedding change within a lean environment
- Developing/implementing regular initiatives that maintain high levels of employee engagement across the site
- A track record of working closely with other key stakeholders to achieve optimum performance levels at all times (i.e. Senior CCM, Account Management, L&D, Recruitment, WFM, Mission Control, Quality)
- Intermediate level excel skills
- Experience of both Sales and Service inbound environments
- Fluency in another European language highly desirable
- Proven experience of outsourcing sales and/ or service
- Evidence of coordinating annual salary reviews and quarterly reviews
- Experience of working within the travel industry
14
Contact Centre Manager Resume Examples & Samples
- Lead Workforce team and available data to maximise dialler and account performance within the Contact Centre
- Support the Management and development of the businesses integrated phone system and capabilities
- Support Key business SME for Contact Centre technologies and innovation projects
- Responsibility to manage a team for monitoring all aspects of real time and agent adherence through the dialler on an intra day basis to ensure adherence to service levels and identify key areas for business optimisation
- Support the development and capacity planning for all AMU operational areas including Contact Centre, ASU and Legal
- Build effectiveness and capability in the team which translates into improvements and optimisation of people and processes across AMU
- Conduct monthly Performance Management reviews for assigned employees in line with department and group policy
- Drive Change Management initiatives within area of responsibility working with external partners to deliver system enhancement and technology which improves operational effectiveness and excellence
- Leaving Certificate (or equivalent qualification) minimum of 5 passes in 5 ordinary level subjects including Maths and English
- Prior team management experience
- Prior delivery of customer service satisfaction
- Good numerical skillsCurrent understanding of CCMA; CPC and MCC
- Qualified Financial Advisor (QFA)/Accredited Product Advisor in Loans and Regulations
15
Shopping Centre Manager Resume Examples & Samples
- Retail Property Management experience, either within another shopping centre environment or within consultancy
- Experience of dealing with important stakeholders i.e. councils, potential development partners etc
- Multi-site service operation
- Decision making experience
- Commitment to development of self and others
- Asset Management experience
- Diploma in Shopping Centre Management or equivalent
- NEBS Diploma in Management (NVQ Level 4)
- IOSH H&S Certificate
- NEBOSH H&S Certificate
16
Centre Manager Resume Examples & Samples
- Bachelor's degree with 3 years operational or analysis experience in the technical, healthcare or business environment or equivalent (defined as High School Diploma/GED and 5 years progressive experience in operational, analysis, technical, healthcare or business environment.)
- Experience with leading cross functional teams to achieve business goals
- Strong business acumen, including a strong financial background
- Excellent analytical and communication skills with the ability to communicate with employee and customers at all levels
- Exceptional skills as a change agent and process oriented individual. Ability to resolve complex issues within functional area and/or area of expertise. Ability to develop and execute priorities and approaches to meet objectives
17
Contact Centre Manager Resume Examples & Samples
- Coaching support, training and developing Team Leaders to support our Helpline Consultants
- Effective and efficient deployment of resources to ensure the achievement of client service standards, including call quality, referrals, customer satisfaction and productivity
- Development of strong relationships with our broad client base and promotion of Helpline Services to prospective clients during site visits
- Driving the success of the day-to-day operations of our Mercer in-bound member Helpline
18
Centre Manager Resume Examples & Samples
- To develop and drive change within the business via Service Development Improvement Plans
- To be proactively involved in developing, maintaining and improving professional customer relationships for a small number of strategically important customers / defined customer base, with regular face to face contact at a high level. This includes the resolution of customer issues
- Builds excellent service relationships, to improve customer satisfaction in defined customer base
- To build and maintain a good working relationship with the Account Team, including working together on a pre-bid basis
- May be involved in specific credit control and credit management negotiations
- May lead / manage an operational billing team
- May also require a billing and/or financial and Credit Management background, including people management skills
19
Senior Centre Manager, Cardiff Resume Examples & Samples
- Inspiring leadership to include people development & performance management & coaching – will have overall accountability for c 350 people
- High level delivery of operational rigor, best in class performance and commercial accountability
- Clear evidence a high challenge high support leadership style with the ability to engage, inspire people and manage transformational change whilst delivering excellent business results
- Puts customer experience at the heart of everything and can execute on the plan to improve NPS (Net Promoter Score)
- Understands the levers within a large scale operation, a strategic thinker, able to optimise process and drive large scale efficiencies
20
Profit Centre Manager Defence, UK & Nato Resume Examples & Samples
- 1) To lead the UK and NATO Defence business team and to manage the Defence business
- 2) To co-ordinate business activity and deliver the annual Defence profit centre (PC) budgetary targets, as a constituent part of the overall ADS sector budget
- 3) To manage the human resourcing requirements of the Defence PC to ensure business is delivered to budget with exceptional client service delivery
- 4) To challenge the status quo as necessary to achieve growth and increased profitability
- 5) To drive challenging strategic objectives, including ownership and production of a strategic plan whilst ensuring, in concert with colleagues that the product/capability set is leading edge
- 6) To ensure that working practices/methodologies are functionally aligned to the ADS sector and broader Sopra Steria Group
- 7) To be an Ambassador for the Sopra Steria business in both the Defence marketplace and the wider Digital and Business Transformation community
- 8) To maintain discipline and ensure staff adhere to correct corporate standards, practices and behaviours
- Own the Profit & Loss account line for the Defence PC
- Exercise decision-making authority in accordance with G002 Delegations Policy and other related Corporate policy and practice
- Create new business opportunities in conjunction with the sales team and others
- Manage the bid process for tendered opportunities including leading the BCR process where relevant and subsequent review process once the tendering process is completed
- Develop the annual Defence PC budget in conjunction with the ADS Financial Controller
- Develop the annual Defence PC resourcing plan with the ADS Operations Director
- To participate as a full member of the ADS senior management team
- To develop, gain agreement and implement financial, operational and business development plans in line with ADS sector strategy
- Take responsibility for all Defence marketing collateral in conjunction with the ADS Sales Team & Marketing Dept
- To lead strategic engagements with key figures in the Defence marketplace
- To manage 3rd party supplier relationships at the “C suite” Level, and ensure that these suppliers are aware of the symbiotic value of working with Sopra Steria
- To lead the creation of PC specific business processes and propositions that provide innovative service solutions, leveraging Sopra Steria-wide capability where possible and appropriate
- To lead the delivery of services to ensure all legal, financial and time obligations are met
- To foster a culture of customer service excellence, continuous improvement and results orientation aimed at ensuring clients continue to repurchase via the Sopra Steria model
- To lead, motivate and develop all staff within the PC as well as managing individual performance through the company PDI process, delegating the production of reports via the Line Management chain
- Take responsibility for individual career progression activities for members of the Defence team
- To ensure the production, delivery and management of the strategic vision for Defence and related activities in concert with the Sales and Business Development Director, ADS
- To ensure the appropriate Quality Assurance standards are applied to all areas of delivery whether that be internal or external third party suppliers
- To identify, analyse and manage potential partner relationships across the various product and service offer sets
- To carry out other tasks as agreed with the ADS Sector Managing Director
- Qualifications– Degree qualified or relevant professional qualification and experience
- Experience– a minimum of 5 years working in the Defence market in a SI environment and 3 years employment as a P&L Director/Manager
- Team Player– The individual will need to be personable but firm in his/her dealings with other members of the team leading to an environment where openness and transparency are paramount to deliver business objectives
- Skills– Familiar with general IT related competencies (Services, Infrastructure, Applications and Support). Familiar with methods and techniques for structured reviews. A good understanding of MS Office including Word, Excel & PowerPoint
- Analytical Thinking– Good at acquiring an understanding of a problem or situation, and developing an approach to interacting with the situation to contribute to develop the offering
- Strategic Perspective– Needs to define the PC strategy in alignment with the overall Sector and Company objectives. Must be able to articulate the strategy to all members of the Defence Team
- Stress Handling- Retaining objectivity and proper understanding of a problem or situation when placed under conditions of stress in a multi-tasked environment
- Applying standards– Experienced and knowledgeable in application of relevant industry and process standards to all tasks undertaken, and able to keep up to date with relevant changes of legislation within the Defence marketplace that can have a direct impact on the Defence product portfolio
21
Contact Centre Manager Resume Examples & Samples
- Input into and deliver the departmental strategy in alignment with the ANZ broader agenda
- Ensure adherence to ANZ policies, procedures and external regulatory requirements
- Promote voice of customer internally to influence business outcomes
- Identify process re-engineering opportunities to drive customer experience and productivity improvements
- Identify best practice within industry and utilise this to build a world class contact centre
- Proven people leadership skills
- Change leadership
- Contact Centre / Banking Customer Service expertise
22
Profit Centre Manager Resume Examples & Samples
- To positively lead the team and to drive ongoing improvement in performance in all areas of operation in order to meet Business Plan aspirations
- Responsibility and full ownership for all services undertaken by the Profit Centre and to ensure adequate arrangements are in place to ensure that work undertaken by the Profit Centre is fit for purpose
- Direct Management of reports initially comprising four mini mob managers , and overseeing the management of the remaining staff within the Profit Centre
- Ensure staff are fully conversant with commercial awareness practices; engaging with the commercial and legal teams on all legal/commercial matters
- Engage with clients and develop relationships to support work winning activities
- Responsibility for ensuring project health checks, peer reviews and project reviews carried out to reduce/eliminate the commercial risks on project/service delivery
- Monitor and act upon the performance/appraisals/attendance/training of staff
- To keep up to date with current legislation and policy changes, including CPD requirements; and,
- Work with other teams across Capita to ensure best practice is shared and opportunities are maximised
- Proven management capabilities particularly people management
- Excellent communication and engagement skills, including client engagement
- Team orientated and a natural leader
- Proven commercial and financial ability
- Full Driving licence
- Appreciation of the technical aspects of the services provided by the Profit Centre
- Membership of the RICS
- Experience of managing multi disciplinary teams
23
Contact Centre Manager Resume Examples & Samples
- Manage all aspects of the Contact and Control room, including finance, operations, fleet and administration functions, ensuring strict cost control is maintained at all times
- Daily communications to key stakeholders
- Financial accountability; Identify and maximise all revenue opportunities, manage expenditure within budget, especially management and control of third party and agency spend; forecast potential issues that may have financial impact
- Management of HR issues (with support from HR representatives) including recruitment, employee relations, staff development, absence management and employee development reviews (EDR) and ensuring staff development/refresher training is up to date for all staff at all times
- Respond and manage any complaints (direct or via the customer) with empathy and care
- Be part of an out of hours on call rota and provide out of hours management cover as required (this may be a short notice)
- Management of all aspects of Health and Safety including reporting, and conducting investigations. Ensuring any accidents are reported and investigated in a timely manner
- Ensuring risk assessments and safe systems of work are updated and communicated to all staff as required
- Use of Lean and 5 S methodologies to improve service delivery and innovation
- Continual analysis of data and functions to recommend business best practice and continuous improvements
- Deliver high quality customer service whilst managing customers expectations
- Promote a high level of morale, ensuring that all staff remain customer focused and maintain respect and integrity at all times
- Teams are engaged and fully understand the business goals and objectives
- Manage team performance, setting clear objectives and targets. Provide guidance, support and communicate to the team
- Liaise with supervisors, call managers and third parties (head office staff) to gather information and resolve issues
- Monitoring calls to improve quality, minimise errors and enhance staff performance
- Reviewing staff performance including training needs analysis
- Organising all aspects of resourcing, including development of appropriate shift patterns, rota planning, in a user friendly format to ensure adequate staff are available to meet service delivery targets
- Documenting and managing all absences ie. annual leave authorisation, sickness, return to work interviews
- Producing monthly KPI reports
- Attending senior management meetings
- Amending telephone advice lines on a daily basis
- Creating call centre job planners
- Updating the call centre manual when changes occur and providing staff training
- Daily shift reporting to management / Directors
- Able to lead and manage staff, strong leadership and interpersonal skills
- Full profit and loss with in-depth knowledge of budgetry control
- Good communications and problem solving skills
- Experience in a multi journey environment
- IT and PDA literate: MS Office etc
- Assertive and solutions driven
- Consistent approach
- Formal logistics qualification (NVQ or other)
- Proven experience in Lean / Six Sigma / 5 S
- Analytical with an understanding of KPIs and performance
- Able to lead and manage staff
- Able to analyse and interpret data
- Experience of change management
- Caring and compassionate approach
- CPC (Transport Operations)
- Knowledge and experience of HR procedures
- Able to use Cleric or similar
- Health & Safety experience
- Experience of managing large teams remotely
- Able to contribute to meetings effectively
- Experience of working within the NHS (as a direct employee or supplier)
- Experience of patient transport or logistics
- Able to use CRM (Customer Relationship Management) system or similar
- Institute of Leadership Management (ILM) qualification - Level 4
- Experience of working / contracting with police forces
- Experience of working with victims of crime
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Contact Centre Manager Resume Examples & Samples
- As Contact Centre Manager you will lead the team of customer service advisers and Team Leaders ensuring that customers receive a friendly, professional and consistently high quality service with the majority of queries resolved first time. You will manage any escalated issues, making sure that they are resolved to the customer’s satisfaction
- Managing the daily running of the Employment Services contact centre including effective resource planning
- Ensure staff development and annual appraisals are completed, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively to improve performance and staff motivation
- Ensure that calls and emails are answered by staff within agreed time scales and in an appropriate manner. You will also ensure that digital technology is used to a maximum and that staff are well organised and productive to deliver a great customer contact experience through a variety of customer contact channels
- Lead in the design, development, ownership and delivery of the contact centre operational strategy
- Take the lead role in embedding a Customer First culture within the contact centre and across the organisation. Acting as the customer champion to ensure that the customer experience is excellent, every time a customer contacts NHS SBS and that this is reflected in the Net Promoter Scores
- Working with contact centre and back-office staff to continually improve performance to improve the first time fix rate with a target of 80%
- Contribute to the design and implementation of Change Programmes and Projects which impact the contact centre
- Reviewing and recording the performance levels and providing reports to management and customers
- Dealing with customer complaints or escalations. Resolve Service Issues in conjunction with appropriate managers in a timely manner and escalate where appropriate
- Hold monthly financial reviews with the Finance Manager to monitor financial performance and where necessary implement actions to improve financial position
- Experience as a Call/Contact Centre Manager is essential to be a success in this role
- Implementing new CRM systems and working with digital products to improve customer online experience is key
- Leading a team and championing a ‘Customer First’ culture, while continually improving performance. This is a role where humans talk to humans, it’s not a sales environment so previous experience improving a customer satisfaction process must be relevant
- Experience of managing KPI’s, meeting SLA’s, managing workflow and overall delegation
25
Centre Manager Resume Examples & Samples
- Ensuring the EF Centre is set up prior to student and staff arrivals
- Managing and motivating your team
- Confirming all transport arrangements
- Planning and coordinating arrivals and departures
- Overseeing the management of stock and equipment
- Preparing and delivering staff meetings and briefings
- Ensuring customer service goes above and beyond student expectations
- Liaising with suppliers
- Budgetary control, payroll and ensuring the Centre’s paperwork is up to date
- Student welfare and discipline
- Dealing with problems and emergency situations should they arise
- Has management experience (1+ years preferred)
- Has experience working with young people and/or international students
- Is business-minded with a strong sense of customer service and attention to detail
- Enthusiastic, upbeat and a natural leader with high energy and an entrepreneurial spirit
- Possesses strong communication skills and teamwork abilities
- Can attend a Senior Staff training prior to contract commencing
- Able to provide own accommodation
- Fluency in English – spoken and written
26
Service Centre Manager Resume Examples & Samples
- Ensuring that all technical repairs and testing equipment is in compliance with corporate, ISO and Australian Standards
- Ensuring that all Task Instructions & Operating Procedures for the Service Centre Technicians are up to date and in compliance with ISO and corporate principles
- Ensuring the Service Centre team is highly trained and accurate in their output from a technical perspective
- Driving strong team engagement and collaboration
- Partnering with the sales team to sell ProCare Contracts
- Maintaining quality standards and absence of non-conformance reports by ISO auditors
- Working within budget guidelines for the designated profit & loss account
- Ensuring that all key performance indicators for revenue, service job turnaround time and oldest orders are met
- Managing the introduction of new capital products to the Service Centre – ensuring that the team is prepared to service from product launch and have a service and pricing strategy
- Regular review of the Service loaner inventory to ensure it is aligned with installed product in the market and meets our customers’ needs
- An analytical and logical approach to assimilating technical data and being able to impart such information to customers and repair technicians
- Ability to understand complex repair processes and develop training for technicians and customers
27
Service Centre Manager Resume Examples & Samples
- Ensure that all technical repairs and testing equipment is in compliance with corporate, ISO and Australian Standards
- Ensures that all Task Instructions & Operating Procedures for the Service Centre Technicians are up to date and in compliance with ISO and corporate principles
- Service Centre personnel trained and accurate output of their work from a technical perspective is monitored and corrected where required
- Team engagement
- Partner with the sales team to sell ProCare Contracts
- Quality standards maintained and absence of non-conformance reports by ISO auditors
- Works within budget guidelines for the designated profit & loss account
- Ensure that all key performance indicators for revenue, service job turnaround time and oldest orders are me
- Managing the introduction of new capital products to the Service Centre – ensuring we are prepared to service from product launch and have a service and pricing strategy
28
Refurbishment Centre Manager Resume Examples & Samples
- Ensure service records are maintained and updated onto the internal computerised system (Spanner) and daily worksheets are populated
- Ensure that all equipment is prepared to the highest standard ready for hire
- Maintain and ensure maximum Refurb Centre productivity in line with company plan
- Adhere to company guidelines on Health & Safety at work at all times
- Ensure the work bays are safe, tidy and organised at all times
- Represent the company and values ("HSSness") of the business and portray a professional and businesslike image to all customers, potential customers and other people you meet in the course of your work
- Lead, coach and motivate a team of Engineers and logistics staff to ensure the best level of internal and external customer service is provided, whilst regularly reviewing their performance and development needs
- Promote teamwork between colleagues across the HSS Refurbishment facility, to ensure productive delivery of the plan
- Plan, organise and manage the Refurbishment process to meet the required business and customer requirements for products and equipment
- Embrace measurement, and actively participate in debate around the key success measures of Refurbishment Centre performance
- Ensure the safe and legal operation of the Refurbishment facility, and evolve effective contingency plans
- Work with the central Product and Distribution teams to ensure effective flow of product in and out of the Refurbishment Centre in support of the plan
- Liaise with the technical department, and directly with suppliers as appropriate to ensure spares orders are up to date
- Resolve any internal / external technical issues and flag any new initiatives to the Product team
- Complete product quality checks in line with company process
- Control Refurbishment costs, ensuring budgets are not exceeded
- Experience in maintaining mechanical and electrical plant or equipment
- The successful candidate will possess excellent levels of technical competence
- Be a key driver and serious about safety
- Driving licence desirable
- Experience working in a similar industry
- Product knowledge of the powered access range of equipment
- Product knowledge of power generation equipment
- Product knowledge of construction plant equipment
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Schemes Centre Manager Resume Examples & Samples
- Drive and deliver exceptional E2E scheme loans service levels
- Provide guidance and support on operational matters to the Scheme Loans customers within own portfolio
- Ensure that the scheme is working with sufficient head room (limit)
- Ensure Schemes repayments are invoiced correctly and on time
- Ensure Schemes repayments are processed within the agreed TAT with no impact on impairments
- Be the first point of contact for At Work managers for issues resolutions for Schemes
- Compliance and KYC
- Risk Interface
- A relevant Bachelor’s degree from a recognised University
- A minimum of 4 years’ experience as either a lending or loan manager or equivalent
30
Centre Manager Resume Examples & Samples
- $99K- $122K (dependent on experience) plus 17% superannuation and leave loading
- Fixed Term until 30th Jan 2022
- Full time
- One of Australia’s leading research & teaching universities
- Vibrant campus life with a strong sense of community & inclusion
- Enjoy a career that makes a difference by collaborating & learning from the best
31
Mobile Test Centre Manager Resume Examples & Samples
- Ensure timely test delivery of exams at mobile testing locations
- Ensure the candidate experience meets PPC standards
- Ensure the mobile testing vehicle is in a test delivery situation at all times
- Ensure physical and data security of vehicle
- Ensure compliance of Health & Safety of passengers/candidates attending vehicle
- Ensure compliance of Health and Safety at work legal requirements for vehicle driving
- Ensure up-to-date software is downloaded and commissioned from HQ in accordance to client specification and target dates (inc. company deadlines)
- Ensure future tests are timely uploaded to mobile testing vehicles before travelling to mobile testing location
- All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff who may be affect by their acts or omissions. Line managers have specific responsibility for the health and safety of their direct reports and other team members for which they have general management responsibility
- All employees are also responsible for supporting and implementing the company’s policies and procedures around the Health and Safety, Security, Quality and Business Continuity arrangements that apply in their role/work function. Full details of these policies and procedures are available on Pearson VUE’s electronic quality management system – Sharepoint
- Must have a valid Category C Driving License
- Experienced in long distance driving
- Able to operate independently to meet deadlines
- Good understanding of computer technology
- Experience of managing conflict
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Centre Manager Resume Examples & Samples
- Lead data acquisition, predictive model training / validation / test, predictive model deployment, “experts in the loop”, customer assistance, contract management and reporting in IAM
- Continuously seeking new ways of using the data to deliver additional value to our customers, reduce lead time / cost and improve quality. You have direct impact to P&L of IAM
- Coordinate Engineering to Order delivery activities with the Technical Product Managers and the technical sales support
- Design the structure and the process of the IAM centre and lead the implementation, coordinating with the Operations Manager in Ship Intelligence
- Collaborate with the Marine Services organisation on in-fleet issues, and contribute to the resolution of customer issues
- Develop and communicate the plan and budget for delivering the work on time, and manage all costs and resources to ensure delivery of the plan
- Implement effective risk management and apply Health Safety and Environment policy including a commitment to continuous improvement. Deliver the product in line with Rolls-Royce Quality Management System
- Allocate appropriate resources, and make sure that they are deployed, directed and co-ordinated to deliver on our contractual commitments
- Relevant science, technology, engineering or Maths degree qualified
- Project Management experience in planning, controlling budgets and driving to schedules
- Experience of leading technical teams and contract management team
- Experience of the “digital” operations
- Global outlook and exposure to different challenges, cultures and ways of operating
- Fluent written and oral communication skills in English
- Delivery focus / drive
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Contact Centre Manager, Card Service Resume Examples & Samples
- Proven experience in a contact centre
- Experience in Retail Banking and Operational
- Excellent interpersonal, negotiation, communication, consultancy and presentation skills
- Strong coaching, communication and communication skills
- Exceptional stakeholder management skills
- Proven team leading experience
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Contact Centre Manager, Based Lyon Resume Examples & Samples
- Fluent in French and good level of business English (both written and spoken)
- Ability to conduct changes in working
- Previous experience in leading a customer service team
- Ability to plan and prioritise a demanding workload using available resources
- Great communicator, Social intelligence, Competitiveness
- Ability to demonstrate resiliency
- Understanding of P&L, profitable sales, margin implications of particular sales, discounting policies
- Awareness and understanding of cross cultural differences
- Expert in systems
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Senior Briefing Centre Manager Resume Examples & Samples
- Collaborate with Sales and Partner teams to help understand the customer’s business needs and build the customer’s briefing agenda. Ask probing questions regarding customer issues and help design appropriate follow-up criteria for each speaker. Assess the need for specific discussions with speakers
- Support the best and highest use of available EBC resources based upon relevant briefing acceptance criteria
- Support the briefing by setting expectations with the account manager and customer at opening and closes the briefing to ensure all relevant data and next steps are clearly communicated
- Contribute to set expectations with the account manager and holds them accountable for the required joint work (actions and deadlines) leading to a successful EBC briefing
- Ensure all necessary logistical arrangements are made to support the briefing (booking meeting space, coordinating vendor services including: catering, A/V etc
- Verify briefing post-mortems have been completed by the Sales team to ensure AWS has collected the customer’s next steps
- Actively contribute to the evolution of EBC scalable processes and tools. Works with the Operations Manager to help design requirements for improvements
- Experience leading and managing programs
- Strong background in voice of the customer and translating to actionable results
- Experience with a Fortune 1000/Global 2000 company
36
Contact Centre Manager Resume Examples & Samples
- You will manage the customer services team of around 16 people, including phone, web and face-to-face, for the full range of Re services
- You will manage the relationship with our clients and the Customer Services Group, to ensure we work in a collaborative partnership focused on delivering exceptional customer service
- You will provide the wider business with direction on customer matters, utilising, the voice of the customer and data analysis to ensure we are focused on the needs of our customers
- You will measure and maintain an improving trend of customer satisfaction KPIs. Using the power of the customers’ feedback to overcome business issues
- Support the knowledge development of our customer services team with continuous on-going development and collaborating with the wider business to deliver seamless change
- Implement and manage the business escalations processes to ensure customer issues are moved through the business quickly and accurately to deliver the right customer solutions
- Use customer complaints data to identify root causes and implement streams of process / business changes to ensure the issues are not repeated
- Develop a sales capability within the team to help develop and expand the business through selling value-add services and cross selling other services and products
- Undertake analysis of sales by agent, service/product and customers in order to drive sales value and profitability
- Prepare reports on sales activities above for the Business Development Director and the Business Development Board
- Creat positive relationships through interactions with key stakeholders and departments across the business and externally
- Confident to work with the senior management teams to present, discuss and challenge ideas
- Positive approach to change, implementing new initiatives/procedures and addressing any resistance encountered
- Good organisational skills, including the ability to progress numerous initiatives and actions simultaneously, prioritise work under pressure and complete within deadlines
- Flexible to travel to all divisional offices
37
Centre Manager Resume Examples & Samples
- Ensure company records are kept up to date with accurate customer information
- Act as Quality Controller
- Management of stock and expenses
- Develop and support members of your team
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Contact Centre Manager Resume Examples & Samples
- Ensure teams within your stream of responsibility know their customers & work effectively to support their sales and service needs
- Work with peers and business partners to ensure processes and products are designed, implemented and applied from the customers perspective
- Implement, drive and embed initiatives within your stream that will contribute to improving the Net Promoter Score across your teams and Centre
- Lead and inspire others through demonstrating exceptional people management skills
- Support & coach team managers in implementing development and training plans and allocating time and resources to maximise performance
- Monitor employee satisfaction and engagement levels and take positive action to provide continual improvement
- Analyse key people related metrics such as productivity, shrinkage and absenteeism and ensure appropriate business practices in place to address any areas of required improvement
- 5+ years’ experience in contact centres
- 3+ years’ Senior Management experience
- Demonstrated record of driving high level of performance and sales effectiveness
- Proven track record in driving performance through effective people leadership
- Demonstrated commitment to best practice contact centre leadership principles and technologies
- Ability to manage performance independently & deliver results as part of a team
- Experience in working in a large, complex organisation
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Guest Service Centre Manager Resume Examples & Samples
- You will have previous management or supervision of a Front Office/Switchboard function, Leadership Experience including Performance Management (Appraisals and Disciplinary). F&B experience would also be highly desirable
- You will ideally have Hospitality Management Degree
- You will have working knowledge in Microsoft Office Application and Opera
- You have a welcoming persona who can understand guest needs and resolve complaints and issue effectively
- You will have previous 5* Hotel experience
40
Assistant Centre Manager Resume Examples & Samples
- Provide training to new TRS Relay Agents
- Conduct monthly performance reviews and quarterly typing tests and provide feedback and coaching to Agents
- Assist with rostering of team members to ensure appropriate coverage for TRS, CapTel and VIS
- Assist with HelpDesk inquiries and responses
- Preparation of monthly reporting
- Use of all software programmes used by CSD NZ Ltd in the day-to-day management of the centre, including:-
- Inventory management system (Microsoft Business Dynamics)
- DSPG platform
- CapTel platform
- Skype (VIS)
- Assist with payroll and leave requests
- Assist with equipment distribution inventory, shipments and returns
- Back-Up the Centre Manager when out of the office
41
Contact Centre Manager Resume Examples & Samples
- Managing all team targets to achieve the budgeted / forecasted costs, identifying any fluctuations or trends
- Manage daily operational performance of our team, by monitoring activity and react & implement effective solutions to achieve service levels
- Deliver an efficient and effective service to both internal and external customers
- Work closely with the Operations Managers and Team Managers, play a hands on role in selecting the very highest calibre of people for our team
- Contribute to project and review processes to manage change and improvements according to business / Clients needs
- Ensure our management team understand and adhere to company policies and procedures, advise accordingly to ensure consistent working practices in relation to fairness and equal opportunities
- Monitor and analyse all team members performance data, quality standards and absence level targets enabling their teams to deliver efficient & effective service to Clients
- To ensure the health, safety and welfare of employees through the provision of management systems, competent supervision, safe systems of work and internal security of the department
- To ensure that systems are in place to guarantee all employees are fully trained in line with their job specification and the company health and safety policy
- Ensure effective communication methods are in place / utilised for effective operation of the Contact Centre and smooth handover of shifts
- Embed a continuous improvement culture across all of our contact channels and teams
- Build an effective working relationship with the wider Senior Customer Service Management Team to drive improvements and customer experience
42
Remote Diagnostics Centre Manager Resume Examples & Samples
- Leadership of the Local Remote Diagnostic Centre such that the highest level of benefit is delivered to customers by the most effective business means
- Management of Remote Diagnostic Monitoring activity to ensure that risk to both Siemens and customer organisations from equipment degradation or downtime is minimised/mitigated by timely preventive action
- Management of customer reporting & ticketing activity to ensure it is timely, concise and technically accurate whilst delivering maximum commercial leverage
- Management of RDS Data Integrity (including data from contributory systems) ensuring it is available when required, reliable, correct and actively monitored commensurate with its use for RDC planning, analysis and decision support
- Management of remote services platform initial connection and connection maintenance processes establishing maximum opportunity for site data collection and commercial opportunity
- Management of the local research and development activities that have been agreed by RDS global during the yearly PDP process. Engaging globally with RDC's, external suppliers, academia, customers and professional bodies to maintain competitive advantage
- Ensure Engineering rigor and documentation tracking (Libraries) of the development and implementation of Diagnostic & Prognostic rules
- Identify opportunities for development and define overall RDS Research & Development engineering priorities
- Work with RDS Operations, Technical Services & the Product Management teams to develop and sustain a continuous growth of the RDS value addition capability
- Investigate Make/Buy for key diagnostic and prognostic disciplines
- Take care of all Intellectual Property aspects when developing in partnership with Universities and Suppliers
- Ensure cross-Siemens synergies in the RDS development area
- Coordinate and execute root cause analysis to remove bottlenecks in data post processing (bug fixing)
- Implement RDS Engineering documentation forms, Protocols
- Coordinate RDC Diagnostic & Prognostic Rules functions, harmonizing Design, Commissioning and Troubleshooting expertise
- Maintain a "big picture" view in day-to-day operation across all RDCs, spot check the quality level of the technical recommendations and notifications to customer (audits)
- Execute global RDS tool project tracking and supervise local RDCs projects
- Coordinate Change Requests (Change Control Board) using Engineering processes
- Plan and implement agreed changes
- Participate in Product Line Technology Reviews to provide RDS feedback for product improvement
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Investor Centre Manager Resume Examples & Samples
- Strong communication skills; written and oral. The role requires regular and effective communication with our internal and external customers
- Develop a strong understanding of Fidelity’s products, processes, systems and customer needs
- Excellent organisational abilities – ability to co-ordinate responses across several departments, work to deadlines, prioritise competing tasks and work on own initiative
- Experience of Investment administration/record keeping systems an advantage
- Numerate - ability to interpret and utilise statistical data Ability to work under pressure to deadlines and on own initiative
- An investigative and resourceful approach to problem solving
- A proactive approach to learning is vital to successfully developing in the role Team player – ability to function as part of team and showing Fidelity values Computer literacy - excellent IT skills
- Ability to build close working relationships with other Fidelity departments
- A proactive and resourceful approach to problem-solving and procedure improvement
44
Contact Centre Manager Resume Examples & Samples
- Achieve Contact Centre KPIs – individual and team, weekly and monthly
- Reporting of results to team, Sales, Marketing and Executive management
- Planning weekly call priorities and lead opportunities including optimization of call lists and some integration with operations to develop targeting
- Deliver industry leading Customer Care
- Recruit, select and develop all Contact Centre team members
- Build and sustain an effective team capable of producing required outputs
- Design and administration of the Contact Centre team bonus program
- Call flow feedback and coaching plans to increase conversion
- Uphold, safeguard and promote Connect Hearing’s values and policies relating particularly to ethics, integrity and corporate social responsibility
- Ability to influence key metrics of a Contact Centre
- Ability to coach and mentor team to superior results
- Familiarity with live chat and other online integration with a Contact Centre
- Bachelor’s Degree or a combination of education and equivalent experience
- Project management skills, with the ability to lead and manage implementation of approved business plans
- Technology understanding including CRM systems
- A good working knowledge of the Microsoft Office suite
- Ability to establish and maintain cooperative business relationships
- The ability to demonstrate leadership and inspire confidence
- High level of entrepreneurial spirit
- Ability to work as a team player, have fun and possess a keen interest in being part of a growing business striving to become the best in the industry
45
Centre Manager, Swansea Resume Examples & Samples
- You’ll involve your people in changes that affect them, so that they understand why it's happening and what it means
- You’ll support your people through change, so they thrive and build resilience for when things get tough
- You’ll understand what changes are coming and lead with the right plans to land change well
- You’ll get behind great ideas with optimism and enthusiasm and expect the same from your team
46
Centre Manager Resume Examples & Samples
- Educated to degree level or with equivalent and relevant professional experience
- Flexible and adaptable approach to work, with a strong customer focus and a commitment to developing and delivering excellent support services to staff, visitors and external organisations
- Specialist knowledge and proven experience of developing appropriate administrative and financial management systems and processes
- Experience of project management and managing budgets
- Evidence of ability to use initiative and creativity to resolve problems and identify, assess and implement practical solutions
- Demonstrable ability to establish and maintain effective working relationships with a range of internal and external contacts
- Proven ability to contribute to decision making as part of a team and the confidence to take considered, independent decisions
- Evidence of ability to solve problems using initiative and creativity; using detailed understanding of methodologies to select the right approach
- Experience of working in a Higher Education environment, government or public services
- Fluency in Welsh
47
Resource Centre Manager Resume Examples & Samples
- Strategic leadership, coordination and management of the resource centres, services and its staff as well as creating a healthy community of practice (COP)
- Develop policies, processes and procedures
- Record keeping and reporting on qualitative and quantitative data
- Provide user support in finding, using and evaluating available digital and other information resources
- Train users in intellectual property rights and plagiarism detection systems
- Enable digital and analogue information retrieval
- Liaise with IT support e.g. tablet support, ePortal support
- Engage with Pearson products e.g. myLabs
- Liaise with retailers and service providers
- Skilled and experienced in working in a Tertiary library, as well as relative library systems
- Minimum 3 years experience in same or relative role
- Assisting students with online journals (Ebscho Host, Cengage etc)
- Assisting students with assignment hand-in, "Turn-it-in" app
- Operate and manage the library in a Higher Education environments
- Library/Information Science degree
- Honours preferred
48
Service Centre Manager Winnipeg, MB Resume Examples & Samples
- Directs site and regional efforts to achieve a safe work environment for all employees: Zero Harm
- Manage short term / long term strategies for the Service Centre’s, ensuring cost initiatives are delivered, budgets are met, and conditioning capacity growth is planned in line with customer demand
- Ensure adherence to conditioning plans at Service Centre’s on weekly & monthly basis, monitor Plant stocks and maximize utilization of plant capacity to ensure customer demand is met
- Manages the performance for all sites within the scope and executes all strategies to drive efficiency
- Accountable for site budget and financial performance
- Drive LEAN culture and oversees implementation of procedures and systems to improve quality, service and efficiency within the network
- Ensure the completion of the Quality, In Transit, and Operations Excellence audit processes within the team and the regional 3PL Network
- Investigate and facilitate corrective action based on quality or service incidents within the regional network failures
- Leads and mentors front line leaders to create a strong succession plan
- Supports recruitment strategies for key positions within Canada
- Assists with the operations in 3PL network take ownership on site performance
- Post-secondary Education in Engineering or equivalent experience, Industrial Engineering preferred
- Ability to collaborate with a leadership team remotely to drive profitability and results
- Capacity to communicate and interact with Customers, Senior Management and Executives, internally and externally
- 7 – 10 years in a supervisory management role, managing a remote team is an asset
- Experience in a manufacturing or supply chain management role
- Practical experience in a FMCG environment an asset
- Project Management experience is essential
- Working knowledge of labour law
- Continuous Improvement experience (Lean, Six Sigma, Safety & Quality Programs)
- Experience or Certification in Health and Safety
- French
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Centre Manager Resume Examples & Samples
- Degree/NVQ 6 or equivalent experience
- Evidence of excellent organisational ability and ability to plan, implement and deliver specific projects, co-ordinate workstreams and supervise short term project teams to meet agreed objectives
- Experience of co-ordinating and managing small to large events and experience of and ability to competently manage small budgets
- Ability to develop a professional knowledge of the work of the Centre
- Experience of working with strategic communications and excellent knowledge of effective communication tools
- Ability to communicate conceptually detailed and complex information effectively and professionally with a wide range of people (particularly media contacts) to give advice and guidance on the work of the Centre
- Excellent knowledge of, and networks with, the main actors in Welsh politics and civil society
- Excellent knowledge of the key policies being pursued by the Welsh Government and the policy debates that surround them, and of the institutional framework of law and politics in Wales
