We have been approached by a high performing organisation to source an experienced Operations Manager to lead a growing service organisation
The successful candidate will have an exceptional background in leading a complex Contact Centre Operation, empowering and developing individuals to fulfil and exceed their potential and fanatical about customers and obsessed with Growth. This is an exceptional opportunity for a passionate leader to add immediate value.
Oversee coaching and development of Customer Care Operation with the support of team managers, to deliver world class experience to external business partners.
Analysing trends within the organisation and functions, in relation to service drivers and upheld ratios.
Driving change within the function to continually innovate processes to improve service handling efficiency
Adhere to processes/procedures to ensure that compliance activities are fully and accurately documented as required
Resource planning, both for immediate and long-term headcount, training and tools/software for the Contact Centre colleagues
Meeting or exceeding yearly efficiency targets for UK Operations
Bold, brave and executes with pace
An ambitious and creative leader of Contact Centre operations with excellent stakeholder management both internally and externally and ability to collaborate with all functions
Has successfully managed a team in a customer-focused organisation
Proactive problem-solving skills and the judgement to make evidence-based decisions
An analytical mindset and drive to delve into data to reach accurate outcomes