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Contact Centre Operations Manager

About the Role

I am currently recruiting for an experienced Contact Centre Operations Manager to join an organisation who are going through a period of growth based in the Suffolk. The ideal candidate will have strong relationship building skills as you will be liaising with stakeholders to provide timely S.L. A’s and deliverables. This role is paying £33,000 -£39,000 + benefits.

The Contact Centre Operations Manager will be responsible for around 80+ FTE including team leaders.

We do require someone with a Contact Centre Management background.

Key skills/requirements -

  • Understanding of contact/service centre systems, technology and functionality, particularly web-based/automated technology.

  • “Hands on” experience within a contact centre environment.
  • Ability to think independently and show resilience
  • Excellent communications and negotiation skills applied in managing commercial relationships.
  • Fundamental customer service orientation, balanced with a strong understanding of the cost of service provision.
  • Experience within a Multi-channel environment

  • To target, incentivise, motivated and manage teams to drive exceptional performance ensuring the continued development and career progression
  • To lead teams and individuals by inspiring, motivating and leading to achieve the vision, recognising and rewarding success.  Providing development and support to empower individuals and teams to succeed.
  • To deliver all required development across the contact centre to achieve best practice, improved employee performance and enhanced employee engagement.

Key responsibilities -

  • To Achieve contractual terms
  • To deliver agreed KPI’s and SLA’s
  • To analysis activities in support of quality service delivery and to drive usage

This position is a fantastic opportunity to work with a forward thinking organisation who are going through a period of change. The organisation provides their staff with enviable work-life balance and the post comes with an allocated parking spot and various on-site facility’s. If you feel you possess the above requisites please do get in touch.


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