Contact Centre Operations & Quality Manager
- Employer
- Cactus Search
- Location
- London, South East England
- Salary
- 60000 - 65000
- Closing date
- 25 May 2019
View more
- Specialist Area
- Operations
- Sector
- Accountancy, Advertising & Creative, Automotive, Aviation, Banking, Finance and Insurance, Charities & Not For Profit, Construction, Consultancy, Customer Service, Defence, Distribution, Education, Electronics, Energy & Utilities, Engineering, Event Management, FMCG, Food Services, Healthcare, Housing, Human Resources, Information Technology, Internet, Insurance, Legal, Leisure, Management & Executive, Manufacturing, Marketing, Media, Military, Oil & Gas, Pharmaceutical, Private sector, Production & Operations, Professional Services, Public Relations, Public Sector, Recruitment, Retail, Sales, Scientific, Secretarial & Administration, Social Services, Telecommunications, Training, Transport & Distribution, Travel & Hospitality, Utilities
- Contract Type
- Permanent
- Hours
- Full Time
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I am currently recruiting for a fantastic business whom are looking to bring in a specialised Contact Centre Operations & Quality Manager to join their expanding team based in Central London. The salary for this role is between £65,000 + bonus + amazing benefits.
The ideal candidate should be an experienced People Manager with a operations & quality background within a Contact Centre environment however they would considered someone from a strong Ops background with extensive quality framework design & development experience. You must have a proven track record in leadership, strategic development and delivery to the bottom line.
The role of the Contact Centre Operations & Quality Manager is key to the successful delivery of the business CEX delivery.
Skills Required:
• Must have previous experience developing & growing multi-channel customer focussed contact centre operations.
• Ideally have managing contact centre resource and executing change projects
• Demonstration of an excellent range of effective communication skills with the ability to adapt style according to demands of the audience is essential.
• Must have a good level of understanding digital, omni channel environments and software’s.
• Drive Contact Centre CEX quality assurance across the global business.
• To set the quality standards for the whole business and all protocols.
• Provide expertise in interfacing with all other areas of the business; including training, be responsible for ensuring the delivery of a value adding and strategically relevant service.
• To ensure business improvement reducing cost per call and improving call quality and profitability
• Sector experience - Retail, travel, luxury goods, BPO.
If you feel you have the required prerequisites, please do get in touch with Matt Affron at Cactus Search.
The ideal candidate should be an experienced People Manager with a operations & quality background within a Contact Centre environment however they would considered someone from a strong Ops background with extensive quality framework design & development experience. You must have a proven track record in leadership, strategic development and delivery to the bottom line.
The role of the Contact Centre Operations & Quality Manager is key to the successful delivery of the business CEX delivery.
Skills Required:
• Must have previous experience developing & growing multi-channel customer focussed contact centre operations.
• Ideally have managing contact centre resource and executing change projects
• Demonstration of an excellent range of effective communication skills with the ability to adapt style according to demands of the audience is essential.
• Must have a good level of understanding digital, omni channel environments and software’s.
• Drive Contact Centre CEX quality assurance across the global business.
• To set the quality standards for the whole business and all protocols.
• Provide expertise in interfacing with all other areas of the business; including training, be responsible for ensuring the delivery of a value adding and strategically relevant service.
• To ensure business improvement reducing cost per call and improving call quality and profitability
• Sector experience - Retail, travel, luxury goods, BPO.
If you feel you have the required prerequisites, please do get in touch with Matt Affron at Cactus Search.
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