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Our client is looking for an experienced and successful Contact Centre Operations Manager to join their team. They are an independant public body who provide an essential service throughout the UK.

What will you get from the role?

  • The opportunity to make a significant contribution to making their organisation easier to do business with.
  • The chance to be part of a flexible working team committed to thinking creatively about how the organisation can offer a better service and continue to meet its business needs.
  • The opportunity to develop your people management skills through coaching and developing contact handlers.
  • Interaction with a wide variety of consumers.

The key responsibilities of the post holder will be:

  • People Management - recruitment, coaching and development, performance reviews,
  • Teamwork and collaboration - Proactively work with the Support & Development Team, ensure that adequate resources are deployed appropriately, ensuring any training and development needs are met and measured/monitored appropriately, ensuring SLAs and KPIs are effectively met
  • Business Acumen - Develop and maintain an up-to-date understanding of legislative requirements for key services being offered, keep abreast of industry developments, identify trends and/or pro-actively pre-empt impacts on workloads and service levels.
  • Stakeholder Management - Promote and represent the Contact Centre by developing and maintaining effective working relationships with key internal and where appropriate external stakeholders

Essential experience required:

  • Experience of managing multiple tasks
  • Ability to make sound analytical judgements and make decisions
  • Time management and organisational skills, an ability to work under pressure and deliver to deadlines
  • Proven ability to identify training and development needs amongst the team
  • Proven ability to build and develop successful internal and external stakeholder relationships

If you have the necessary proven experience and would love the opportunity to work for a fantastic organisation with excellent career prospect, then this is the role for you!

If you are interested to apply, please attach your CV and our team will be in touch should you be shortlisted.

Due to the high number of applicants, if you have not received feedback within 14 days, unfortunately you have been unsuccessful.

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