- Proven experience in Contact Centre Operations Management or in a similar leadership role within a customer experience environment.
- Excellent leadership and people management skills, with the ability to motivate and develop
- a high-performing team.
- Strong understanding of contact centre operations, technologies, and best practices.
- Work with stakeholders to own and manage performance of all service queues.
- Create business insight form KPIs, and targets to measure business care/ service performance
- Lead on all projects to transform customer experience performance across a wide range of KPIs, CSAT & AHT.
- Customer-focused mindset, with a deep understanding of the importance of delivering exceptional customer experiences.
- Proven track record in meeting or exceeding care performance targets and driving continuous improvement.
- Strategic thinking and problem-solving abilities, with the capacity to identify and address complex operational challenges.
- Knowledge of the motor industry and car retail operations is beneficial.
Back to searchOperations Manager Contact Centre
Cactus Search
Posted 18 days ago, valid for a month
Glasgow, City of Glasgow G62 6EP, Scotland
£36,000 - £43,200 per annum
Full Time
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Sonic Summary
- We are seeking a Contact Centre Operations Manager to lead the contact centre team and enhance performance.
- The ideal candidate should have a minimum of 5 years of experience in Contact Centre Operations Management or a similar leadership role.
- The role requires strong leadership skills, a strategic approach to planning and training, and a commitment to delivering exceptional customer experiences.
- The salary for this position is competitive and commensurate with experience, reflecting the importance of the role.
- Knowledge of the motor industry and car retail operations is a plus, but not mandatory.
