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Operations Manager

About the Role

A highly sought after business currently require an Operations Manager to lead on the delivery of exceptional customer service. The successful candidate will have fantastic experience in leading and coaching a successful Customer Service department and the ability to develop relationships with senior stakeholders across the business. This role will be based in Stevenage, Hertfordshire

About the Organisation:

Our client, a dynamic and growing organisation that would offer real development opportunities. Excellent company with a working culture firmly built around continuous learning, development and career progressions; they offer a genuine opportunity for career development, the resources and support to reach your true potential.

Main Responsibilities:

  • Leading and motivating a team of c130 FTE in a business to consumer contact centre
  • Ensure all KPI’s and SLA’s are met across the department – including back office processes and frontline customer service levels
  • Accomplish high levels of both client and customer satisfaction
  • Managing the day to day operation - performance metrics and development of managers and the overall success of the campaign
  • Supporting change implementation initiatives in line with both business and client requirements
  • Creating and developing reports for management needs – interpreting and identifying areas of underperformance or improvements need to the department unit
  • Identifying training needs and to encourage development and learning opportunities

Required Skills and Experience:

  • MUST have previous experience in a Management role in a contact centre environment
  • Performance orientated and a passion to deliver outstanding results
  • The ability to liaise with multiple contact centre departments
  • “Hands on” approach to deliver excellent customer service

This is an excellent opportunity offering a great salary and benefits package




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