Contact Centre Operations Manager

Role: Contact Centre Operations Manager

Salary: Up to 59,000 DOE + OTE 10,000 + benefits

Contract: Permanent, Full-Time

Location: Nottingham Hybrid 1 day per week in the office

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 Regulated financial services background.

Are you passionate about developing your team?

Can you achieve fantastic results through great customer experience in a regulated environment?

About the Contact Centre Operations Manager Role:

• You will manage the day-to-day delivery of our balanced scorecard, the sales 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 be 70% of 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 30% 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 sales performance and contact centre KPI's.
• You will have worked in an FCA regulated environment and understand the requirements and expectations surrounding an exceptional customer journey within financial services.

• 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
• An ability to translate technical elements of operation to a range of audiences across the business

In return you will get:

• A competitive salary and quarterly bonus, enabling you to earn up to 10k per annum
• Health cash
• Pension scheme - matched employer contributions up to 5% of basic salary
• Life assurance - employer funded cover of four times basic salary
• Health & Wellbeing - discounted gym membership, online virtual workout sessions, online culinary classes
• OnHand - Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
• Employee Assistance Programme - specialist advice and support on issues such as finance, relationships, illness, and family issues
• Free protection plan
• Employee discounts

Please follow the link to apply for this Contact Centre Operations Manager role.

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