Contact Centre Operations Manager
Harlow

About the Role

This is a very exciting opportunity for a seasoned Contact Centre Operations Manager to join an award winning organisation in a period of sustained and impressive growth.

The successful candidate will have an exceptional background in leading a complex Contact Centre Operation, empowering and developing individuals to fulfil and exceed their potential being fanatical about customers and obsessed with growth. This is an exceptional opportunity for a passionate leader to add immediate value.

Key Responsibilities:

  • Oversee coaching and development of Customer Care Operation with the support of team managers, to deliver world class experience to customers.
  • Analysing trends within the organisation and functions, in relation to service drivers and upheld ratios.
  • Driving change within the function to continually innovate processes to improve service handling efficiency
  • Adhere to processes/procedures to ensure that compliance activities are fully and accurately documented as required.
  • Review daily service levels, customer experience, quality and compliance measures
  • Mentor, lead and inspire your reporting Team Managers and their teams to drive improvements in Customer Service provision supporting the ‘customer first’ initiative.

Skills:

  • Contact Centre Operational leadership background is first and foremost
  • Inspiration leadership and management skills will ensure your teams thrive and grow with you.
  • Exceptional planning and stakeholder management abilities.
  • A background in Digital transformation would be useful but not essential

You’ll be a passionate leader who thrives helping individuals provide exceptional Customer Service.

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