Contact Centre Operations Manager

Posted 17 September by NRG PLC
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My client is looking to recruit a dynamic, enthusiastic and customer focused Contact Centre Operations Manager to join their rapidly expanding operation in Newcastle. We are looking for a someone with a strong operational background that is passionate about driving performance in a fast paced environment, making sure the customers are at the heart of every decision.

Responsibilities:

  • Leading a team of Team Managers and their Customer Advisors in a complex and challenging operation that has a customer first approach
  • Be accountable for ensuring that all calls are answered within SLA and customers receive the best outcome from their call
  • Be responsible for all of your team’s customer interactions and customer experience
  • Working with other senior leaders to deliver operational improvements in line with the wider business CX strategy
  • Working closely with your Team Manager you will lead and motivate your teams to meet all KPI’s and SLA’s
  • Daily management of your team and conducting team meetings
  • Developing staff through monthly 121's and ongoing training and coaching
  • Adherence to HR guidelines
  • Able to understand resource planning and MI

About you:

  • Previous experience in a Contact Centre Operations Manager role
  • Passionate about people development and customer experience
  • Previous experience in continuous improvement
  • Experience in managing change in a fast paced and agile environment
  • Ability to work under pressure, manage your time effectively and work on your own initiative
  • Excellent analytical, decision making and problem solving skills
  • Self-motivated, ambitious and determined
  • Ability manage and drive performance
  • Excellent communication skills at all levels

Key words: Contact Centre Operations Manager, Customer Service Manager, Contact Centre Manager, Operations Manager

Salary up to £45,000 DOE + Bonus + Benefits

Please apply immediately via the link…

Matt Lazenby

Reference: 40897428

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