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Operations Manager (Contact Centre)
Central London

About the Role

We are looking for an experienced Contact Centre Operations Manager for a fantastic, rapid paced, exciting business based in Central London.

Reporting to the Customers Services Director you will be responsible for overseeing all Operations for my clients Customer Services Centre, including hiring, training and managing employees in a very customer centric focused business.

*** HYBRID WORKING: This role is based in Central London, you need to be in the UK presently to be considered and it will be a hybrid role, some time onsite, some time from home ***

With a background of large contact centre leadership and through the effective leadership of a large team of managers, the successful individual will have the following responsibilities:

Operational Excellence:

  • Responsible for maintaining an outstanding customer service experience for our European customers, and finding ways to retain and build on our customer base.
  • Inspire, motivate & lead your managers and their teams to deliver an excellent experience.
  • Support & Challenge the evolving way of thinking, based on experience, to drive performance.
  • Drive continuous improvement across all services and processes to ensure efficiency.
  • Ensure all KPIs and SLAs are met across all our channels, Phone, Email, Chat & Bot.
  • Ensure both internal and external reporting is accurate and presented on time at all times – including Top Contact Drivers, CSat/Dsat, ASA, AHT, etc.  
  • Minimize escalations by ensuring necessary training is provided to all Managers and Agents to be able to handle any concerns raised by our Customers quickly and accurately.

Key skills & experience:

  • Have at least 3-5 years’ experience in managing or supervising Customer Services Operations in a contact centre based environment (60-100 FTE).
  • Proven track record of maintaining high levels of customer satisfaction in a fast-paced industry.
  • Can prioritise own workload and deliver to tight deadlines, whilst maintaining attention to detail
  • Knowledge of progress monitoring and reporting

If you are a Senior Leader in a large Contact Centre operation and want to join a progressive organisation, this could be the role for you.

constantly on the hunt for the best candidates