Customer Contact Operations Manager

About the Role

Responsible for managing the daily operations of an outsourced operation; ensuring commercial, quality and operational efficiency targets are delivered to plan, by providing clear direction and focus at both a strategic and tactical level.

A understanding of Financial Services and leading complex, fast paced operations would be a distinct advantage for this post.

Key Responsibilities:

  • Lead and motivate by example to ensure loyalty, commitment and performance delivery of all people.
  • Be accountable for delivering performance targets in line with service level agreements and managing performance with a ‘can-do’ attitude, at both strategic and tactical levels. 
  • Manage inbound and outbound technologies to ensure operational delivery and audit the process in line with performance & compliance requirements, recommending any areas for improvement.
  • Contribute to the continuous improvement ethos by recommending, aiding and effectively managing in the implementation of change.
  • Work effectively as part of the Senior Operations Management team, building excellent relationships with colleagues across the company to deliver as a team. 

Knowledge / Skills / Experience:

  • Proven track record of leadership, coaching and performance delivery in a contact centre management role, managing team leaders and agents
  • Proven experience of managing in an inbound and outbound contact centre environment. Outsource experience is desirable but not essential.
  • Ability to communicate and influence with gravitas at all levels within the organisation. Experience in leading meetings with a junior management team and stakeholders and representing the company in meetings with clients or external third parties.
  • Passionate about creating the right employee experience through role-modeling positive management culture, managing effective performance, maintaining excellent behavioral standards and effective communication models with proven ability to deliver this.

This is a terrific post for an individual who possesses an extensive background in Contact Centre operational Management within a complex operation.

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