- 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 16 hours ago, valid for a month
Glasgow, City of Glasgow G62 6EP, Scotland
Full Time
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Sonic Summary
- We are seeking a Contact Centre Operations Manager to lead the operations and performance of our contact centre team.
- The ideal candidate should have proven experience in Contact Centre Operations Management or a similar leadership role, requiring a minimum of 5 years in the field.
- This role offers a salary of £50,000 to £60,000, commensurate with experience and qualifications.
- Key responsibilities include managing service queues, creating business insights from KPIs, and leading projects to enhance customer experience.
- A strong understanding of contact centre operations and a customer-focused mindset are essential for success in this position.
