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Contact Centre Operations Manager

jobidJOBID: 49
calendar64Added: 25/10/2019

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Contact Centre Operations Manager

£45,000 - £50,000 experience dependant plus benefits package.
My client, the leading provider within their sector are looking for an experienced Contact Centre Operations Manager to lead the management team within their contact centre. Reporting to the Head of Operations and Supply you will provide clear and strong leadership within the department whilst maintaining strong relationships across the senior leadership team.
The Operations Manager will be the senior lead responsible for:

Implementing a dynamic pro-active approach in the shaping the contact centre into a fast-paced, high performing contact centre capable of managing high volumes whilst delivering a great experience through the customer journey via a variety of customer contact channels.
Acting as a lead within the Department whilst also motivating and developing a team of Managers, shaping the department in terms of resources and technology to meet the ever-changing needs of customers.
Managing resources to deliver SLAs and departmental KPIs to meet customer needs at the best cost.
Knowledge, Training and Experience Required
Proven track record of managing a successful fast-paced contact centre through periods of growth or change, demonstrating the ability to lead large functional areas (Circa 65+ FTE).
Experience of call centre specific technologies and multi-market contact centre operating models
Has implemented a change management programme that delivers on savings.
Demonstrate a practical application of business objectives and understands the strategic impact on customer, quality and financial targets.
Strong Team management skills with an ability to lead, motivate and develop teams
Strong stakeholder management skills to effectively work across all levels and influence senior stakeholders.
If you feel you are a match for the above Contact Centre Operations Manager position then in the first instance please apply using the links provided.
Good luck
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