Operations Manager - Customer Contact Centre Operations - Essex

Listed (NYSE) Financial Services Business looking to appoint and Operations Manager within banking products and services. This role will be based in Essex with full oversight of operations leading teams of 50 to100 in the Contact Centre. Successful applicants will also benefit from clear succession pathways leading to Directorship.

Reporting to the Operations Director, principle duties include;

• Manages segments of the operations of an inbound and/or outbound Customer Contact Centre related to customer service, collections, problem resolution, fraud detection/investigation and/or product promotion/sales.
• Full oversight within contact centre operations including Team Managers and other leadership personnel to ensure contractual service level standards are maintained while ensuring optimum profitability.
• This position also serves as a liaison between management information, workforce planning, quality, learning and development, team managers and associates ensuring effective communication, recognition, and team development within the operation.
• Interfaces directly with the client to resolve issues, manage focus groups and attend service reviews.
• Ensures all compliance and regulatory requirements are met.

Person Profile

• Strategic thinking and planning as well as high level evaluation, originality or ingenuity is required.
• Proven ability to effectively delegate assignments to achieve all goals and objectives through your team
• Accustomed to working with multiple CRM platforms for tracking performance and gathering, and/or troubleshooting as needed.
• A natural leader with ability to coach and develop skills, products and services across the contact centre domains
• Financial services experience is essential
• Must demonstrate drive to succeed, capabilities to deliver set milestones and looking for career advancement

Contact

Raz Shariff, Senior Consultant