e22d3241__CRITERIA___INDIVIDUALS___CSIA__2
[0] Contact Centre Manager [1] This award recognises outstanding achievement in the key customer service aspect of Contact Centre Manager. The Contact Centre Manager drives an environment where passion and precision process combine. Their leadership is at once disciplined and scientific whilst being inclusive and personal. [3] The Contact Centre Manager is operating within staffing and financial budgets and is achieving internal financial KRAs. They have been conspicuous in doing more with less and in juggling competing priorities as well as delivering consistent productivity growth. Where appropriate, the team is meeting or exceeding its revenue targets [4] The Contact Centre Manager leads an environment which is operationally disciplined, guided by visual management and well understood metrics. They drive ongoing process improvement to enhance the customer experience. The Contact Centre Manager is well respected by staff, peers and stakeholders and there is strong staff satisfaction and engagement in the team as demonstrated in formal measures as well as staff turnover and attendance. [5] The Contact Centre Manager has clearly defined the skills and knowledge required in the team and ensures that processes are in place to make sure that staff gain the competencies required. The Contact Centre Manager ensures that staff have well documented development plans to both improve their career prospects and develop useful knowledge and skills. Staff are encouraged to ”play”, to take risks, try new things and learn by experience. [2] 
The Contact Centre Manager “walks the talk” by treating their staff with respect and by seeking their engagement. They are great role models of excellence in service behaviours. The Contact Centre Manager has a vision of service excellence and can share this vision and bring the wider team along on the service journey. When required and often as a result of escalation, they deal with customers directly and can routinely and do so with confidence, good humour and professionalism.
JUDGING CRITERIA – INDIVIDUALS | CSIA
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