Contact Centre Operations Manager
- Bristol, South West
- Posted 13th January 2020
- £38000.00 - £42000.00 per Annum + Competitive Benefits
- Ref: 1201714
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.
Apply for this Vacancy
If you’re not keen on the above role but would like to submit your CV for future reference by out specialist recruiters, simply complete the 'Register' form on this page. We will be in touch with any vacancies matching your experience.
Refer a Friend
If this role may suit someone you know please feel free to forward it on to them; we offer a referral bounty of up to £500!