Senior Customer Service Manager Outsource Job at Shell Energy
Your part in our journey:
This role is an exciting opportunity for a resilient, motivational, experienced leader. You’ll be leading the Shell Broadband Outsourced Call Centre operation and all associated activities. You will need to be a credible, high-energy individual with ambition and drive to bring the very best from the team and set new standards. Bringing fresh ideas and initiatives’ to drive consistent performance and high levels of customer satisfaction, loyalty whilst ensuring all our partners have an engaging and inspiring environment in which to grow and develop.
As the Senior Outsourced Manager, you will be responsible for delivering operational performance through identifying service improving and commercial opportunities for Shell Energy’s Telco Business. As well as making recommendations on how to maximise value from existing commercial relationships you’ll operationalise new technology to make things easier for customers and transform cost to serve. It’s ultimately your responsibility to deliver the most creative ways to deliver value to Shell’s customers at the optimum price.
Your part in the team:
You will be a team player within the wider organisation with a clear focus on delivery. You are a strong people leader who delivers change, at pace, and takes your organisation with you in order to fulfil your obligations with both internal and external customers.
You will play a lead role in this specialist area and therefore be more than comfortable presenting and working with people at all levels throughout the organisation including the Extended Leadership Teams.
Your specialised and highly desired expertise in Telecommunications will result in you having responsibility for the following;
Ensure the delivery of all customer and contractual KPI’s across our Telco outsourced estate
Primary contact for day to day outsource provider management, including operational performance management, governance and communications
Monitor and analyse supplier performance, agreeing, and implementing improvement plans, and leading supplier performance reviews on a weekly/monthly/quarterly basis
Proactively manage under performance and the impact on the Operation and our customers
Own Outsource performance scorecards and performance measures and update the business on performance
In liaison with the Resource Planning Manager, ensure appropriate job allocations and planning and forward planning of resource to ensure customer first experience and value for money
Promote the business and align Shell’s culture and values across the outsourced team ensuring a customer first experience
Through open and transparent partnerships build solid relationships with senior stakeholders and operational teams and leaders
In liaison with the Quality Assurance and Training Team ensure consistency of quality and training across the outsource operation
Help embed, and establish where necessary, standard policies and procedures for providing our services, ensuring a consistently high service is provided to our customers
Responsibilities
Primary contact for day to day outsource provider management, including operational performance management, governance and communications
Monitor and analyse supplier performance, agreeing, and implementing improvement plans, and leading supplier performance reviews on a weekly/monthly/quarterly basis
Proactively manage under performance and the impact on the Operation and our customers
Own Outsource performance scorecards and performance measures and update the business on performance
In liaison with the Resource Planning Manager, ensure appropriate job allocations and planning and forward planning of resource to ensure customer first experience and value for money
Promote the business and align Shell’s culture and values across the outsourced team ensuring a customer first experience
Through open and transparent partnerships build solid relationships with senior stakeholders and operational teams and leaders
In liaison with the Quality Assurance and Training Team ensure consistency of quality and training across the outsource operation
Help embed, and establish where necessary, standard policies and procedures for providing our services, ensuring a consistently high service is provided to our customers
Support the development, implementation and management of a outsource management framework to enable proactive supplier performance management within categories or suppliers of responsibility, the sharing of knowledge and ensuring high quality experience for our Operational customers
Lead supplier performance meetings and communications as required
What you’ll need to help you make the best of the role:
Previous demonstrable experienced in the management of a third party outsource contact centre service supplier
Experience of performance managing suppliers to achieve desired levels of performance and KPIs within a customer service environment
Ability to challenge and performance manage (internal and external) and support root cause identification
Analytical thinker
Agile and able to operate in a dynamic environment
Must be keen to take on responsibility and ownership
Hands on and self-motivating, showing initiative and enthusiasm
Capable of contributing to the strategic agenda along with having strong operational skills
Ability to problem solve and seek resolutions
Have a demonstrable collaborative, participative approach, and the ability to engage inspire and influence people at all levels across the outsource operation
Excellent organisational skills with the ability to multi-task and meet deadlines
Demonstrable organisational and project management skills
Flexibility to accommodate demands/ others’ workloads
Strong customer service ethic, as well as being commercially minded
Please Note :
siennaramirez.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, siennaramirez.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.
This role is an exciting opportunity for a resilient, motivational, experienced leader. You’ll be leading the Shell Broadband Outsourced Call Centre operation and all associated activities. You will need to be a credible, high-energy individual with ambition and drive to bring the very best from the team and set new standards. Bringing fresh ideas and initiatives’ to drive consistent performance and high levels of customer satisfaction, loyalty whilst ensuring all our partners have an engaging and inspiring environment in which to grow and develop.
As the Senior Outsourced Manager, you will be responsible for delivering operational performance through identifying service improving and commercial opportunities for Shell Energy’s Telco Business. As well as making recommendations on how to maximise value from existing commercial relationships you’ll operationalise new technology to make things easier for customers and transform cost to serve. It’s ultimately your responsibility to deliver the most creative ways to deliver value to Shell’s customers at the optimum price.
Your part in the team:
You will be a team player within the wider organisation with a clear focus on delivery. You are a strong people leader who delivers change, at pace, and takes your organisation with you in order to fulfil your obligations with both internal and external customers.
You will play a lead role in this specialist area and therefore be more than comfortable presenting and working with people at all levels throughout the organisation including the Extended Leadership Teams.
Your specialised and highly desired expertise in Telecommunications will result in you having responsibility for the following;
Ensure the delivery of all customer and contractual KPI’s across our Telco outsourced estate
Primary contact for day to day outsource provider management, including operational performance management, governance and communications
Monitor and analyse supplier performance, agreeing, and implementing improvement plans, and leading supplier performance reviews on a weekly/monthly/quarterly basis
Proactively manage under performance and the impact on the Operation and our customers
Own Outsource performance scorecards and performance measures and update the business on performance
In liaison with the Resource Planning Manager, ensure appropriate job allocations and planning and forward planning of resource to ensure customer first experience and value for money
Promote the business and align Shell’s culture and values across the outsourced team ensuring a customer first experience
Through open and transparent partnerships build solid relationships with senior stakeholders and operational teams and leaders
In liaison with the Quality Assurance and Training Team ensure consistency of quality and training across the outsource operation
Help embed, and establish where necessary, standard policies and procedures for providing our services, ensuring a consistently high service is provided to our customers
Responsibilities
Primary contact for day to day outsource provider management, including operational performance management, governance and communications
Monitor and analyse supplier performance, agreeing, and implementing improvement plans, and leading supplier performance reviews on a weekly/monthly/quarterly basis
Proactively manage under performance and the impact on the Operation and our customers
Own Outsource performance scorecards and performance measures and update the business on performance
In liaison with the Resource Planning Manager, ensure appropriate job allocations and planning and forward planning of resource to ensure customer first experience and value for money
Promote the business and align Shell’s culture and values across the outsourced team ensuring a customer first experience
Through open and transparent partnerships build solid relationships with senior stakeholders and operational teams and leaders
In liaison with the Quality Assurance and Training Team ensure consistency of quality and training across the outsource operation
Help embed, and establish where necessary, standard policies and procedures for providing our services, ensuring a consistently high service is provided to our customers
Support the development, implementation and management of a outsource management framework to enable proactive supplier performance management within categories or suppliers of responsibility, the sharing of knowledge and ensuring high quality experience for our Operational customers
Lead supplier performance meetings and communications as required
What you’ll need to help you make the best of the role:
Previous demonstrable experienced in the management of a third party outsource contact centre service supplier
Experience of performance managing suppliers to achieve desired levels of performance and KPIs within a customer service environment
Ability to challenge and performance manage (internal and external) and support root cause identification
Analytical thinker
Agile and able to operate in a dynamic environment
Must be keen to take on responsibility and ownership
Hands on and self-motivating, showing initiative and enthusiasm
Capable of contributing to the strategic agenda along with having strong operational skills
Ability to problem solve and seek resolutions
Have a demonstrable collaborative, participative approach, and the ability to engage inspire and influence people at all levels across the outsource operation
Excellent organisational skills with the ability to multi-task and meet deadlines
Demonstrable organisational and project management skills
Flexibility to accommodate demands/ others’ workloads
Strong customer service ethic, as well as being commercially minded
Please Note :
siennaramirez.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, siennaramirez.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.