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Contact Centre Operations Manager

Location: Lancashire

Salary: £40,000

Job Type: Permanent

Job ID: 168711

Contact Centre Operations Manager - £40,000 + Benefits

 

A rare opportunity to join an industry leading that looking to recruit a dynamic, enthusiastic and customer focused Contact Centre Operations Manager to join their rapidly expanding business. We are looking for a someone with a strong operational background that is passionate about people development, process improvement, quality, and customer experience, making sure the customers are at the heart of every decision.

 

They are currently going through a digital transformation program to enable them to deliver industry leading service to their customers.

 

Responsibilities:

 

  • Leading a team of Team Leaders and their Customer Advisors in a fast paced and challenging operation that has a customer first approach

  • Maximising the performance of your teams across all customers channels, ensuring quality and regulatory standards are met

  • Monitoring your team’s performance and progress to achieve KPI’s across all channels, whilst delivering the customer experience goals and objectives

  • Be responsible for all of your teams customer interactions and customer experience

  • Working with other senior leaders to deliver operational improvements in line with the wider business CX strategy

  • Working closely with your Team Leader you will lead and motivate your teams to meet all KPI’s and SLA’s

  • Daily management of your team and conducting team meetings

  • Developing staff through monthly 121's and ongoing training and coaching

  • Adherence to HR guidelines

  • Able to understand resource planning and MI

 

About you:

 

  • Previous experience in a Contact Centre Operations Manager role

  • Passionate about people development and customer experience

  • Previous experience in continuous improvement

  • Experience in managing change in a fast paced and agile environment

  • Ability to work under pressure, manage your time effectively and work on your own initiative

  • Excellent analytical, decision making and problem solving skills

  • Self-motivated, ambitious and determined

  • Ability manage and drive performance

  • Excellent communication skills at all levels

 

Key words: Contact Centre Operations Manager, Customer Service Manager, Contact Centre Manager, Operations Manager

 

Salary up to £40,000 + Benefits

 

Please apply immediately via the link…

 

Matt Lazenby