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Senior Contact Centre Operations Manager
About the Role
We are looking for a natural leader with a strong and uplifting personality to join an established Contact Centre operation in the role of Senior Operations Manager.
Joining this thriving and successful organisation in a time of rapid expansion we are seeking a true Contact Centre Operational professional, someone who understands how to motivate, lead and instil a sense of service excellence into a large-scale Contact Centre operation.
Ideally we are seeking a Senior Operations Manager from an established contact centre operation who is seeking their next challenge. Any experience across Outsourcing would be a HUGE advantage, either working for an outsourcer or working with an outsourcer from an in-house perspective.
Your CV needs to demontrate the following experience: managing a P&L, working for an outsourcing or white label operation, Management of Operations Managers with team leaders reporting in to them and preferably multi-site operational management
Through a team of Operational Managers and their teams the successful individual will be responsible for:
- Leading the large, complex operation to ensure KPI’s and targets are met
- The planning and implementation of contact centre strategy and process structure
- The design / re-design and ongoing continuous improvement of processes to drive customer satisfaction and customer engagement
- Working with the HR, Training and Recruitment function plan successful volume resourcing campaigns for periods of seasonal ramp
- Take the initiative when it comes to correction, motivation and improvements where ever necessary
- Motivate, instil confidence and lead the operation by example
This is a terrific position for an exceptional Contact Centre Operations Manager to join a rapidly changing, exciting organisation.
We are only able to consider those people who are presently heading operations within a Contact Centre environment and who are presently in the UK with a valid visa or who can make it to the UK for an interview under their own cost.