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Contact Strategy and Implementation Lead

Pearson
Job LocationCamden (London Borough)
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Contact Strategy and Implementation LeadDescriptionWe are the world?s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.OverviewThis role is key in ensuring an efficient query resolution process for our 30,000 Assessment Associates. Within this role you will be responsible for three key elements in driving the Associate contact strategy:

  • Contact Centre Operational Delivery - As the point of contact between the business and our Manila based (Philippines) 3rd Party BPO you will maintain and improve contact resolution for our customer group. This will focus on resource planning, knowledge transfer and scope increase.
  • Customer Experience ? Agile approach to improving the customer experience through continuous improvement to system and process improvement
  • Project Management ? Identify, define and deliver customer experience improvement projects involving multiple stakeholders.
    • ResponsibilitiesYou will have a responsibility for:
  • Resource planning and forecasting for contact Centre
  • Manage acustomer contract strategy (that is is already well developed) through CRM, Closure of customer facing mailboxes using webforms and develop tools for self service
  • Develop close working relationships with internal technology teams, leveraging Salesforce Service and Marketing Cloud
  • Work closely with the global Customer Services team
  • Continuous improvement
  • Contribute to driving the strategic direction of the Associate management
  • CSAT analysis
  • Query volume and trend analysis
  • Manage knowledge transfer between business and contact Centre
  • Contribute to shift-left initiatives locally and within other lines of business
  • Manage the continuous improvement of contact resolution quality for Tier 1 and 2
  • Utilise data to prioritise and drive continuous improvement
  • Process re-engineering
  • System requirement gathering
  • Production and delivery of bespoke training to support new processes
  • Maintenance of Knowledge creation process
  • Identify non-BAU activities within the yearly cycle and define ad hoc processes and call flows
  • Drive centralised communication strategy across multiple divisions
  • Update and maintain contact categories and routing from customers to Tier 1 and 2 teams
  • Project management and implementation of key projects, demonstrating reduction in contacts and improvement in service
  • Drive down Tier 2 escalations through process improvement and greater visibility for Tier 1.
    • Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience.We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity.The information you provide will stay confidential, and be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.QualificationsWe are the world?s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.OverviewThis role is key in ensuring an efficient query resolution process for our 30,000 Assessment Associates. Within this role you will be responsible for three key elements in driving the Associate contact strategy:
  • Contact Centre Operational Delivery - As the point of contact between the business and our Manila based (Philippines) 3rd Party BPO you will maintain and improve contact resolution for our customer group. This will focus on resource planning, knowledge transfer and scope increase.
  • Customer Experience ? Agile approach to improving the customer experience through continuous improvement to system and process improvement
  • Project Management ? Identify, define and deliver customer experience improvement projects involving multiple stakeholders.
    • ResponsibilitiesYou will have a responsibility for:
  • Resource planning and forecasting for contact Centre
  • Manage acustomer contract strategy (that is is already well developed) through CRM, Closure of customer facing mailboxes using webforms and develop tools for self service
  • Develop close working relationships with internal technology teams, leveraging Salesforce Service and Marketing Cloud
  • Work closely with the global Customer Services team
  • Continuous improvement
  • Contribute to driving the strategic direction of the Associate management
  • CSAT analysis
  • Query volume and trend analysis
  • Manage knowledge transfer between business and contact Centre
  • Contribute to shift-left initiatives locally and within other lines of business
  • Manage the continuous improvement of contact resolution quality for Tier 1 and 2
  • Utilise data to prioritise and drive continuous improvement
  • Process re-engineering
  • System requirement gathering
  • Production and delivery of bespoke training to support new processes
  • Maintenance of Knowledge creation process
  • Identify non-BAU activities within the yearly cycle and define ad hoc processes and call flows
  • Drive centralised communication strategy across multiple divisions
  • Update and maintain contact categories and routing from customers to Tier 1 and 2 teams
  • Project management and implementation of key projects, demonstrating reduction in contacts and improvement in service
  • Drive down Tier 2 escalations through process improvement and greater visibility for Tier 1.
    • Primary Location: GB-GB-LondonWork Locations: GB-London-190 High Holborn 190 High Holborn London WC1V 7BHJob: General Business Operations Organization:</st

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