Operations Manager (Contact Centre)

About the Role

I'm currently looking for a Contact Centre Operations Manager to join a fantastic, rapidly expanding Liverpool  based business on a 12mth Interim FTC.

The candidate will need to have strong experience in Mentoring, Coaching and Developing a Contact Centre Operation.

The role will include but is not limited to:

  • Motivate and inspire direct reports to lead their teams to success conducting regular coaching and mentoring session to ensure the highest level of performance.
  • Lead and become a cultural advocate for initiatives to increase employee engagement.
  • Work closely with HR on all aspects of people management including absence management and attrition.
  • Carry out performance management and disciplinary meetings where appropriate.
  • Experience of managing a hybrid operation, home and office based
  • Effectively drive high performing teams Operations
  • Report to the Contact Centre Manager to ensure achievement of service levels and consistency in communication and operational processes and procedures across the Contact Centre
  • Analyse, interpret and report on all Customer Service operational performance areas.
  • Manage and improve internal quality and customer satisfaction performance measures. Calibrate quality reviews with the Rest of Europe Contact Centre.
  • Liaise with key internal stakeholders to mitigate against impact of issues outside of business as usual.
  • Resolve and drive measures to reduce complex or contentious/complaint issues, acting as the escalation point your teams.

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