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Operations Manager

About the Role

A fantastic opportunity for an experienced Contact Centre Operations Manager to join a fast-growing developing business.  This role is to work with the management team to strategically provide leadership to the support teams delivering exceptional customer service.
About the Role:

  • Lead the customer service teams to provide a consistently high service level
  • Build a team to meet the growing demand for the business, ensure they are fully trained and skilled to provide effective informative answers to the customers
  • Manage all third-party suppliers
  • Capacity planning for the team ensuring the anticipated communication volumes are managed
  • Work with the business, across all departments to highlight any opportunities for improvement
  • Build and implement processes where required, measuring all performance against the SLA’s and KPI’s
  • Build relationships across the business, sharing regular performance reviews and identify areas for improvement
Required Skills and Experience:
  • Proven experience of managing in a contact centre environment
  • Experience of working and managing in a multi-channel contact centre to include, chat, social media, email and phone
  • Experience of salesforce and ticket tools such as Zendesk
  • Excellent analytical skills, with an ability prioritise and have a proactive approach to problem solving
  • Excellent relationship building across the business
  • Experience and knowledge of working with and understanding the planning function of the call centre.
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