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Contact Centre Operations Manager
London

About the Role

Job Title: Contact Centre Operations Manager
Location: Central London (Hybrid 1-2 Days)

Are you an agile and experienced Contact Centre Operations Leader looking for an exciting opportunity in Central London on a Hybrid basis?

We are seeking a Contact Centre Operations Manager to optimise customer service and lead a team that plays a pivotal role in our client's expanding business. This is a hybrid role, offering a flexible work arrangement.

Key Responsibilities:

• Service Delivery: Ensure the delivery of target service levels across two channels, including emails and live chat.
• Performance Reporting: Provide frequent and transparent reporting on service performance.
• Workload Forecasting: Manage the forecasting of workload and resource requirements to ensure efficient operations.
• Resource Management: Review resources and workload, collaborating with outsource partners to set daily service goals and priorities for effective shift management.
• Strategic Planning: Work with senior management to develop realistic business goals for budget, customer satisfaction, and service levels.
• Real-time Decision Making: Make or delegate real-time channel management decisions to optimise the customer experience.
• Incident Response: Lead the customer experience response to incidents, including the development of new processes.
• Complex Issue Handling: Handle complex escalated customer issues with professionalism and efficiency.
• Issue Reporting: Report and highlight issues related to customer experience for effective resolution.
• Quality Assurance: Lead frequent and regular quality and performance review routines with outsource partners.
• Shift Management: Manage the scheduling of the HUB team to provide 12/7 escalation and incident management cover.
• Team Optimisation: Optimise the team structure and assignments to support expansion into new markets.
• HR Collaboration: Partner with HR to develop and implement departmental HR policies, particularly related to shift management.
• Team Development: Recruit, train, support, and develop the HUB team for maximum efficiency and performance.
• Cross-functional Collaboration: Collaborate with other teams to continually enhance the customer experience through the implementation of new tools, processes, policies, or product changes.

Core Competencies:

• Team Leadership: Ability to engage and motivate a team for optimal performance.
• Customer Support: Exceptional customer support skills to ensure customer satisfaction.
• Issue Resolution: Ability to triage and serve as a point of escalation for difficult situations.
• Management Skills: Provide dependable leadership and effective management to the team.
• Communication: Possess exceptional written and verbal communication skills to convey ideas and solutions effectively.

If you are a proactive and dynamic Contact Centre Operations Leader who can drive results and enhance the customer experience, we want to hear from you.