Contact Centre Operations Manager - Maternity Cover
- Recruiter
- Recruitment Genius
- Location
- England, Northamptonshire, Kettering
- Salary
- £32000 - £38500 per annum
- Posted
- 16 Sep 2014
- Closes
- 14 Oct 2014
- Ref
- 00019392
- Contact
- No Contact
- Sectors
- Customer Service & Call Centre
- Contract Type
- Contract
- Hours
- Full Time
Contact Centre Operations Manager - 14 Months Maternity Cover
This organisation has been helping people across the UK gain access to justice for over 20 years. As the UK's leading accident and injury support network, they have one sole aim - to provide access to justice for those who have suffered a personal injury or accident through no fault of their own.
You will contribute to this by leading and developing contact centre teams and ensuring that the service delivered supports the consumer and brand.
Job Title - Contact Centre Operations Manager
Location - Kettering, Northamptonshire
Salary - up to £35K plus circa 10% bonus
Benefits - Mobile, Laptop, 25 days annual leave, staff discounts and cash-back, childcare and eye care vouchers, workplace pension, discount holidays etc.
Start Date - October 2014
Key Responsibilities:
- Contact Centre Performance
- Customer Service
- Management of Contact Centre
- Communication of Business and Contact Centre Information
- On-going Development of Department
- Contact Centre Costs
- Stakeholder Management
Critical Success Factors:
- Delivery of operational targets
- Contact centre meets or exceeds quality standards
- Delivery of department efficiency and productivity
- Positive staff engagement
- Alignment of contact centre department with business / brand priorities
- Contact centre service delivers the company's customer charter
Pre-requisites:
- People focused in approach
- Leadership qualities and credibility
- Good communication skills, both written and verbal
- Numerate - able to interpret information and take appropriate action
- Organized approach to workload and time management
- Previous achievement of operational targets via teams
- Able to work effectively as a member of functional and virtual teams
- Experience in building and managing relationships with internal and external customers
- Delivery of improvements to customer service and satisfaction
- Commercial and cost awareness
Experience:
- Experience in managing teams of people (ideally managers)
- Consistent delivery of business targets (ideally by team)
- Experience of B2C or B2B sales & service within a contact centre environment
- Experience of working with contact centre resourcing and technologies is highly desirable
- Development of team members via coaching and training
- Cross-functional relationship management both internal and external
- Management or team budgets and / or supplier costs
You may also have experience in - Call Centre Manager, Operations Manager, Call Centre Operations Manager, Contact Centre Manager, Operations Manager, Operations Support Manger, Service Operations Manager, Call Centre, Contact Centre, Business Operations Manager, Claims Operations Manager, Contact Centre General Manager, Call Centre General Manager, Sales Operations Manager, Personal Injury Contact Centre Manager, Claims Contact Centre Manager, Customer Service Operations Manager
This organisation has been helping people across the UK gain access to justice for over 20 years. As the UK's leading accident and injury support network, they have one sole aim - to provide access to justice for those who have suffered a personal injury or accident through no fault of their own.
You will contribute to this by leading and developing contact centre teams and ensuring that the service delivered supports the consumer and brand.
Job Title - Contact Centre Operations Manager
Location - Kettering, Northamptonshire
Salary - up to £35K plus circa 10% bonus
Benefits - Mobile, Laptop, 25 days annual leave, staff discounts and cash-back, childcare and eye care vouchers, workplace pension, discount holidays etc.
Start Date - October 2014
Key Responsibilities:
- Contact Centre Performance
- Customer Service
- Management of Contact Centre
- Communication of Business and Contact Centre Information
- On-going Development of Department
- Contact Centre Costs
- Stakeholder Management
Critical Success Factors:
- Delivery of operational targets
- Contact centre meets or exceeds quality standards
- Delivery of department efficiency and productivity
- Positive staff engagement
- Alignment of contact centre department with business / brand priorities
- Contact centre service delivers the company's customer charter
Pre-requisites:
- People focused in approach
- Leadership qualities and credibility
- Good communication skills, both written and verbal
- Numerate - able to interpret information and take appropriate action
- Organized approach to workload and time management
- Previous achievement of operational targets via teams
- Able to work effectively as a member of functional and virtual teams
- Experience in building and managing relationships with internal and external customers
- Delivery of improvements to customer service and satisfaction
- Commercial and cost awareness
Experience:
- Experience in managing teams of people (ideally managers)
- Consistent delivery of business targets (ideally by team)
- Experience of B2C or B2B sales & service within a contact centre environment
- Experience of working with contact centre resourcing and technologies is highly desirable
- Development of team members via coaching and training
- Cross-functional relationship management both internal and external
- Management or team budgets and / or supplier costs
You may also have experience in - Call Centre Manager, Operations Manager, Call Centre Operations Manager, Contact Centre Manager, Operations Manager, Operations Support Manger, Service Operations Manager, Call Centre, Contact Centre, Business Operations Manager, Claims Operations Manager, Contact Centre General Manager, Call Centre General Manager, Sales Operations Manager, Personal Injury Contact Centre Manager, Claims Contact Centre Manager, Customer Service Operations Manager