- Proven experience in Contact Centre Operations Management or in a similar leadership role within a customer service/ care 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.
- Responsibility for the care/ service performance delivered to all sides of the business for the European markets through internal & outsourced teams
- Work with global stakeholders to own and manage performance of all European service queues.
- Create business insights, KPIs, and targets to measure business care/ service performance
- Lead on all projects to transform care/ service 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 searchSenior Operations Manager
Cactus Search
Posted 11 days ago, valid for 7 days
London, Greater London EC1R 0WX
£28,000 - £33,600 per annum
Full Time
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Sonic Summary
- The position is for a Senior Operations Manager to lead the contact centre team and enhance operational performance.
- Candidates must possess strong leadership skills and strategic planning abilities, with a focus on exceptional customer experiences.
- Fluency in French is essential, as the role involves overseeing a multilingual team.
- Proven experience in Contact Centre Operations Management or a similar leadership role is required, along with a customer-focused mindset.
- The salary for this role is competitive, and candidates should have a minimum of 5 years of relevant experience.
