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Role: Contact Centre Operations Manager
Salary: Up to 55,000 DOE + bonus + benefits
Contract: Permanent, Full-Time
Location: West Midlands 100% office based Mon-Fri
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 background of understand vulnerable customers. Leading a contact centre team of up to 200FTE
Are you passionate about developing your team?
Can you achieve fantastic results through great customer experience?
About the Contact Centre Operations Manager Role:
- You will manage the day-to-day delivery of 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 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 part 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 team performance and contact centre KPI's.
- You will have worked in a vulnerable customer background and understand the requirements and expectations surrounding an exceptional customer journey.
- 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
Please follow the link to apply for this Contact Centre Operations Manager role.
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.
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