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Contact Centre Operations Manager

About the Role

Responsible for managing the daily Contact Centre 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.

Inspirationally leading a growing Contact Centre you will have a demonstrable background in ensuring operational excellence across a complex estate.

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. 
  • 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-modelling 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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