Call Centre Operations Manager

Manager level reporting into Head of Customer Experience, responsible for supporting the manager with workflow and resource and performance.

The ideal candidate:

Help identify needs across the teams.

Be managing service provision and resources cost effectively.

Analyse and report the performance of the Customer service team.

Responsible for the final sign off of rotas across the Customer Department to ensure adequate resourcing based on predicted workload volumes.

Review classification data to ensure accuracy of reporting on query and complaint types.

Accountable for successfully managing the wait list process to ensure customer

Satisfaction, that the maximum number of YPs have the opportunity to attend NCS and that programmes do not have unfilled places

Responsible for maintaining a strong working relationship between the NCST Customer team and Contact Centre Operations team, ensuring partnership and open

Communication.

Reporting findings and report them back to higher management following with suggestions and plans for improvement.

Strong Relationship building skills to develop and maintain productive relationships between stakeholders and to coach the influence team members to do the same.

Have advanced analytic skills that allow statistical findings to be presented and turned into practical improvements to the business.

Have strong influencing skills with demonstrable experience of leading stakeholders from cross-functional departments, with competing priorities, to work towards a customer focused goal.

This role is offering a salary of £29,000-£30,000.