Contact Centre Operations Manager
Gothenburg

About the Role

We have been approached by a high performing organisation to source an experienced Contact Centre Operations Manager to lead a growing service organisation based in Gothenburg, Sweden.
 
Salary - c50k EURO's + Bonus + benefits.

The successful candidate will have an exceptional background in leading a complex Contact Centre Operation (200FTE), empowering and developing individuals to fulfil and exceed their potential and fanatical about customers and obsessed with Growth. This is an exceptional opportunity for a passionate leader to add immediate value for the Customer Service & technical department.

Responsibilities:

• Oversee coaching and development with the support of team managers, to deliver world class experience to external business partners.
• 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
• Resource planning, both for immediate and long-term headcount, training and tools/software for the Contact Centre colleagues
• Meeting or exceeding efficiency targets for the Operation

• An ambitious and creative leader of Contact Centre operations with excellent stakeholder management both internally and externally and ability to collaborate with all functions
• Outsourcing experience 
• Bold, brave and executes with pace
• Has successfully managed a team in a customer-focused organisation
• Proactive problem-solving skills and the judgement to make evidence-based decisions
• An analytical mindset and drive to delve into data to reach accurate outcomes