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Role: Contact Centre Operations Manager
Salary: Up to £55,000 DOE + bonus + benefits
Contract: Permanent, Full-Time
Location: West Midlands 100% office based Mon-Fri
This is an exciting opportunity for an experienced Contact Centre Operations Manager to join our client on a permanent basis. Ideally you will be from a background of understand vulnerable customers. Leading a contact centre team of up to 200FTE
Are you passionate about developing your team?
Can you achieve fantastic results through great customer experience?
About the Contact Centre Operations Manager Role:
- You will manage the day-to-day delivery of performance of your department, the department engagement results and ensuring your team put the customer first in everything they do.
- Coaching and supporting your team to drive sales performance through behaviours and great conversations will the role - we need someone who is willing to roll up their sleeves and champion best practice, therefore a background and sound understanding of coaching and developing others through known coaching development models is necessary.
- Lead the culture, pace, and tone of the environment; coaching and mentoring future leaders as opposed to managing people via tasks, targets, and processes
- Driving change, presenting solutions, and optimising department deliverables and operating practice will form part of your role - to do this you will need a fantastic internal network, built by demonstrating your ability to be personable, professional and collaborative.
About You:
- You will be an experienced Contact Centre Operations Manager leading teams of Team Leaders.
- You will have proven experience surrounding team performance and contact centre KPI’s.
- You will have worked in a vulnerable customer background and understand the requirements and expectations surrounding an exceptional customer journey.
- Excellent stakeholder engagement and management experience.
- An ability to plan strategically, creating a roadmap of operational plans that can drive results.
- Passion around coaching to drive performance.
- Strong leadership skills and an excellent communicator
- An innovative approach with a focus on best practice
Please follow the link to apply for this Contact Centre Operations Manager role.
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