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Contact Centre Operations Manager

Location: Leeds

Salary: £36,000

Job Type: Permanent

Job ID: 168037

My client is looking to recruit a passionate and enthusiastic Contact Centre Operations Manager to join their well established and successful operation in Leeds. Initially this will be a homeworking role with the view to moving into the contact centre operation in the future!

 

This role will report into the Head of Contact Centre who you will work closely with the ensure their customers receive a best in class service.

 

Responsibilities:

 

  • Leading a team of Team Managers and their Customer Advisors in a complex multi-channel operation that has a customer first approach

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

  • Working closely with your team leaders 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

  • 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

 

Ideal background: Contact Centre Operations Manager, Operations Manager, Contact Centre Manager, Customer Service Manager, Senior Team Manager

 

Interviews and induction will be conducted virtually.

 

Excellent Benefits Package