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Contact Centre Operations Manager
About the Role
We are recruiting for a highly experienced Contact Centre Operations Manager to lead a growing customer service and support operation for a large, well known utilities organisation.
** This is a homeworking role with some UK travel – Northern UK or Scotland would be a good home location due to occasional travel to site **
A background in Utilities would be a distinct advantage (although not essential) and the successful applicant will be responsible for:
- Leading, developing, motivating and inspiring a growing team of Managers and their teams to ensure KPI’s and CSAT sores are achieved
- Full accountability of the Contact Centre operation, reporting into the Operations Director
- Full budgetary responsibility and will be responsible for creating plans to meet financial targets
- Working with the Resource Planning, Recruitment and Training teams you will ensure you have enough of the correctly skilled and trained team members to achieve set KPI’s