Contact Centre Operations Manager
- Recruiter
- Confidential
- Location
- Stratford-upon-Avon
- Salary
- 40000.00 - 45000.00 GBP Annual + bonus + benefits
- Posted
- 11 Jun 2021
- Closes
- 09 Jul 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Role: Contact Centre Operations Manager
Salary: GBP40,000 + 20% quarterly bonus + benefits
Location: Stratford Upon Avon
Hours: 40 hours per week
CCA Recruitment are delighted to be partnering with a client to deliver recruitment for an experienced Contact Centre Operations Manager for their site based in Stratford Upon Avon.
The role offers great development opportunities and a brilliant benefits package.
They are looking for an experienced Contact Centre Operations Manager to drive performance and lead teams to meet and exceed business objectives ensuring the consistent achievement of all financial and operational KPI's across the site.
Do you have contact centre leadership experience?
Are you an experienced stakeholder manager?
The role:
Ensure GOS metrics are consistently achieved and appropriate actions taken to address any shortfall.
Undertake performance reviews and 1:1 meetings with direct reports against KPI's.
Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
Management of any campaign migration or new business implementation.
To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
Facilitate an open and honest culture.
Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
Co-ordination of responses to any client change control requests.
Ensure call monitoring is undertaken in line with campaign standards and reported monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall.
Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
Management of any client escalations relating to the Operational team's performance.
Reporting.Skills
Excellent verbal and written skills.
Strong leadership skills with ability to manage multiple teams and large groups of people
Performance Management Skills (coaching, conducting an appraisal).
Strong verbal/written communication and facilitation skills.
Strong interpersonal/communication skills.
Client Management Skills Knowledge/Abilities
Demonstrated knowledge of contact centre operations and customer support.
Supervisory skills (including tools, processes and systems knowledge)
Demonstrated knowledge of technology industry and general business management.
Demonstrated ability to analyse processes, enact change, and think operationally and strategically to achieve business goals. Please follow the link to apply for this Contact Centre Operations Manager role
Salary: GBP40,000 + 20% quarterly bonus + benefits
Location: Stratford Upon Avon
Hours: 40 hours per week
CCA Recruitment are delighted to be partnering with a client to deliver recruitment for an experienced Contact Centre Operations Manager for their site based in Stratford Upon Avon.
The role offers great development opportunities and a brilliant benefits package.
They are looking for an experienced Contact Centre Operations Manager to drive performance and lead teams to meet and exceed business objectives ensuring the consistent achievement of all financial and operational KPI's across the site.
Do you have contact centre leadership experience?
Are you an experienced stakeholder manager?
The role:
Ensure GOS metrics are consistently achieved and appropriate actions taken to address any shortfall.
Undertake performance reviews and 1:1 meetings with direct reports against KPI's.
Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
Management of any campaign migration or new business implementation.
To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
Facilitate an open and honest culture.
Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
Co-ordination of responses to any client change control requests.
Ensure call monitoring is undertaken in line with campaign standards and reported monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall.
Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
Management of any client escalations relating to the Operational team's performance.
Reporting.Skills
Excellent verbal and written skills.
Strong leadership skills with ability to manage multiple teams and large groups of people
Performance Management Skills (coaching, conducting an appraisal).
Strong verbal/written communication and facilitation skills.
Strong interpersonal/communication skills.
Client Management Skills Knowledge/Abilities
Demonstrated knowledge of contact centre operations and customer support.
Supervisory skills (including tools, processes and systems knowledge)
Demonstrated knowledge of technology industry and general business management.
Demonstrated ability to analyse processes, enact change, and think operationally and strategically to achieve business goals. Please follow the link to apply for this Contact Centre Operations Manager role