Contact Centre Operations Manager

  • Contract
  • Bristol, South West
  • Posted 13th January 2020
  • £38000.00 - £42000.00 per Annum + Competitive Benefits
  • Ref: 1201714
Artis Customer Contact is pleased to be working with this well-established organisation who is seeking to appoint an experienced Contact Centre Operations Manager initially on an 18th month fixed term contract.

They are looking for a driven individual who is experienced at delivering exceptional operational performance where the customer is always at the forefront of decision making.

Your responsibilities will include:

*Developing and implementing the operational service delivery strategy plans with adequate review timescales.
*Create a service culture through continuous improvement driving efficiency and quality
*Lead and empower the contact centre management team to ensure they are operating at their full potential though delivering coaching and mentoring.
*Drive the process improvement agenda to ensure improvements to service and quality.
*Deliver strong forecasts to enable forward planning, and ensure the correct allocation of resource.
*Continuously monitor MI to ensure you are on course to outperform against strategic plan and ensure any changes are made are understood and managed effectively.
*Ensure operational SLAs are consistently maintained across multiple processes to drive a strong service culture.

Essentially you will be able to demonstrate experience in

*Developing and leading a highly focused customer contact centre operation
*Ability to lead, coach and develop people to ensure an increase in individual performance
*The ability to drive innovation at all levels that creates an environment of idea generation to improve the operation
*A good understanding of process improvement that can improve service, quality and efficiency.
*Operational and Change management skills and experience.

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