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Operations and Strategy Manager
North West England

About the Role

Fantastic opportunity for someone with proven operational management experience in a contact centre to work with a business to drive the performance through the customer service teams.  The role would suit someone who can apply a commercial approach to a business performance and review the performance through KPI’s and strategically enhance the operation.

About the Role:

  • Overseeing the customer experience and the performance across multiple sites both on shore and off shore
  • Using MI and data as a core starting point to focusing upon the business goals and performance and accomplishments
  • Create solutions to ensure operational performance is in the forecasted expectations
  • Ensure that all partners are demonstrating a passion for customer service and provide coaching and feedback where required
  • Deliver the assessment and implementation of risk framework, policy compliance or change and convert to appropriate strategies
  • Support volume projects in line with the customer contact strategy
  • Engage with leaders and colleagues to ensure a drive in improving consistency and efficiency
  • Working with the business on any projects requiring assistance in relation to the performance of the business

Required Skills and Experience:

  • Operational Management experience in a contact centre environment for at least 150 FTE
  • Proven experience of managing performance in a contact centre environment
  • A creative and proactive approach to resolving problems and identify alternative procedures where required
  • Excellent commination skills with the ability to converse with colleagues throughout the business
  • Confident in challenging environments
  • Proven experience of working strategically to effectively implement change maintaining the goals and deliverables


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