Contact Center Team Lead Job in Dyson

About The Role: Our Customer Service team epitomizes Dyson s problem-solving ethos. There s no query our Ask Dyson teams can t answer. And there s no fault our Dyson Experts can t fix. Driven to turn owners into passionate advocates of the brand, our team makes each experience rewarding. It requires in-depth knowledge and genuine passion for Dyson technology. We never miss an opportunity to talk about Dyson s latest machines and frequently sell products as well as solve problems. From letters and emails, to calls, online and social media, our team is constantly evolving to give better service. Accountabilities Maintain Customer first approach and lead customer contact channels- Voice, chats, social, emails etc. Identify improvement opportunities for Dyson customer service, influencing cross functional teams and stake holders to build customer centric organization. Conceptualize and drive digital Initiatives for process enhancement and automation of Customer Journey. Play an active role in the development and delivery of the Customer Relationship Management (CRM) program. Vendor management Drive vendor performance and meet KPIs (Key Performance Indicators) through review, feedback and continuous improvement initiatives. Review reporting & tracking mechanism of SLAs Communicate and track updates / changes in strategies / offers / market standards to the vendor. Be the first point of contact for the vendor Contact Center Maximize appropriate use of technology to improve customer experience while improving efficiency by working with market and regional customer service teams. Develop efficient and effective business model for customer service, both from owners and cost perspective. Ensure excellent internal communication with business units and Customer Service team to help foster a customer-centric culture. Identify opportunities throughout Customer Service to minimize operating costs. Drive the development and implementation of policies and processes throughout customer service to maximize operational efficiency and profitability. Develop and deliver the people agenda to promote best in class service. Work closely with relevant stakeholders to ensure Customer Service is included in strategy, plans and discussions, for both current product and NPD. Develop Contact Center as profit center through Dyson machine and and accessories sale About You: An understanding of the prioritization of workloads at a Contact Centre Graduate/MBA with over 10 years of relevant work experience Technically and digitally minded, understanding the changing face of customer expectations An understanding of the Resource and Planning cycle Strong knowledge of Excel (advanced level), BI and other Microsoft Office products Strong Reporting & presentation skills Excellent inter-personal skills and strong ability to work cross-functionally. Able to adapt to change, be resilient and act as a role model to colleagues across Strong Analytical Skills