Contact centre operations manager

My client is currently recruiting for a Contact Center Operations Manager to join their site in Coventry, on a full time, permanent basis.
Reporting into and working closely with the head of site; the Operations Manager will be responsible for managing the departmental operations for the call center.
Key Responsibilities:
• Monitors and evaluates effectiveness of all aspects of a Contact Centre and/or off phone environments.
• Ensures the highest quality customer service is delivered in an efficient manner.
• Empowers leaders to handle the daily operations of individual teams in a productive manner to maintain contracted client performance standards.
• Maintains close contact with clients through daily interaction with the client relations/project management areas.
• Handles all client requests in a timely manner.
• Evaluates processes, client data and trends to identify process improvements. Oversees projects, conversions and process improvements to implementation.
• Monitors Quality Assurance and Productivity.
• Adhere to an annual budget that utilizes available resources while maintaining client performance standards and company profit guidelines.
• Monitors revenue and expenses to ensure achievement of Divisional financial goals.
• Analyses trends and reporting to senior leadership team, any system, human, and other issues that cause a less than stellar customer experience.
• Provides recommendations to reduce and/or eliminate issues that impact overall service quality.
• Participates in product development and implementation support. Identifies potential system issues and recommends system enhancements.

The ideal candidate will have:
• Previous Operations Management experience within customer service environment essential
• Previous experience of working within a contact centre or outsourcing operation
• Experience of working closely with key stakeholders
• Previous experience of leading and motivating teams to achieve results
• Experience within the Debit card/financial service.

As well as a competitive salary, and a fast paced, fun working environment this role comes with the following benefits –
25 days holiday (With the option to buy/sell an additional 5 days)
Free on-site parking
On-site canteen
MediCash Plan (On completion of 6 month service)
Private Healthcare

Rate of Pay

£50,000.00 – £55,000.00 per year

Job ID – ccom1452482

  • Full Time
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