Call Centre/ Client Delivery Manager in Manchester
Job Description:
Client Delivery Manager in Manchester
Role Purpose: To support the Client Delivery Director and to provide strategic delivery and commercial management of one of TLC’s largest and long term client projects (Sky Technical Support).
Key Responsibilities and Accountabilities:
Commercial:
•Full operational responsibility for the financial growth, development, Service Level/KPI delivery and longevity of the project
•Deliver margins
•Agree appropriate strategies
•Undertake weekly status reviews providing up-to-date information in an appropriate format
•Working Closely with the CDD, contribute to wider business planning and decision making.
•Manage monthly forecasts.
•Driving EPI centre technology through the portfolio.
Leadership and Communication:
•Manage and develop direct line staff –operations managers
•Attend Monthly and other ad-hoc reviews with clients
Continuous Improvement:
•Ensure compliance with agreed policies and processes.
•Seek to identify continuous improvement opportunities and encourage team involvement.
•Meet defined programme deliverables on time and to budget
•Assess business requirements and opportunities (ROI) and drive proposal / business case
•Perform Business Needs Analysis identifying risks assessment
Knowledge, Skills & Qualifications:
•Must have managed a 50 FTE in an Ops Manager Capacity and have proven track record for managing managers, liaising daily with client and presenting at Client Monthly Reviews
•Industry knowledge of client sector
•Ability to make commercially sound business decisions
•Ability to challenge and influence
•Ability to initiate and drive through change
How to apply:
Please submit your application to Rebecca Milner (details below) by email -including a covering letter and an up to date copy of your CV (as a word document – paper copies and scanned images will not be accepted).
Rebecca Milner
rebeccamilner@listening.co.uk
Tel: 0208 484 1235
