- 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 19 hours ago, valid for 17 days
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 contact centre team and enhance operational performance.
- The ideal candidate should have at least 5 years of experience in Contact Centre Operations Management or a similar leadership role.
- The position offers a competitive salary of $80,000 to $100,000 per year, commensurate with experience.
- Key responsibilities include managing service queues, analyzing KPIs, and driving customer experience improvements.
- A customer-focused mindset and strategic problem-solving abilities are essential for success in this role.
