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Contact Centre Operations Manager

Location: Newcastle

Salary: £45,000 + Bonus

Job Type: Permanent

Job ID: 168193

Contact Centre Operations Manager - £45,000 + Bonus + Benefits

 

My client is looking to recruit a dynamic, enthusiastic and customer focused Contact Centre Operations Manager to join their rapidly expanding operation in Newcastle. We are looking for a someone with a strong operational background that is passionate about driving performance in a fast paced environment, making sure the customers are at the heart of every decision.

 

Responsibilities:

 

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

  • Be accountable for ensuring that all calls are answered within SLA and customers receive the best outcome from their call

  • Be responsible for all of your team’s 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 Manager 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 £45,000 DOE + Bonus + Benefits

 

Please apply immediately via the link…

 

Matt Lazenby