Operations - Greater Manchester - This Area Only | Zoek UK
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Greater Manchester - This Area Only
£35000/annum + benefits
Permanent (Full time)
Role: Contact Centre Operations Manager
Location: Home based
Salary: £35,000 + benefits
This is a great opportuntyfor an experienced BPO Contact Centre Operations Manager to join an outsource client, leading a team on a permanent basis hme based. You will lead a team of Team Managers and Advisors.
Help deliver agreed business objectives through KPI's
Plan and manage the performance of the outsource contact centre partner, ensuring contractual obligations are maintained
Manage Team Leaders by setting objectives, creating and maintaining development plans and monitoring performance against agreed targets and standards
Working with Training, Recruitment and HR to plan resourcing campaigns
Completion of effective 1:1s, performance reviews, appraisals, disciplinary meetings, absence management, call monitoring and development plans. Actively engaging and supporting individual members to maintain high levels of performance
Drive improvement by establishing and managing improvement plans in order to increase efficiency and enhance the quality of customer service
Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience and improve the operationEssential Experience:
Demonstrable experience in the customer service industry for two years at an operations management level.
Outsourcing experience required
Experience in a similar contact centre led role, Extensive knowledge of all contact centre operations
Proven record of driving and achieving KPI's
Experienced in the use of MS Office:- MS Word, MS Excel and MS PowerPoint as a minimum.
Client management and relationship experience.
Operational and Change management skills and Skills:
A strong leader who can clearly communicate a vision, providing direction and motivating others.
Extensive problem-solving skills
Ability to negotiate and positively influence
A good understanding of process improvement that can improve service, quality, and efficiency
Excellent communication skills in both written and verbal English.
Analytical skills: the ability to identify problems, collect data, establish facts, draw conclusions and provide solutions.
Self-motivated with a vision of continuously adding value to customers and return for your hard work, you will receive a great deal of recognition for your work, but we also offer several benefits such as:
The opportunity to gain further qualifications through external training
Excellent career progression and training opportunities
Employee pension + Life insurance
A great working environment with a fantastic team of peoplePlease follow the link to apply for this home based Contact Centre Operations Manager role.
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting you CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, your personal data will be held on our secure internal CRM system for a maximum period of 48 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 48 months inactivity your CV will be deleted permanently from our database