Contact Centre Operations Manager - Rotherham, United Kingdom - Page Personnel Secretarial & Business Support

Page Personnel Secretarial & Business Support

Verified Company

Rotherham, United Kingdom

2 days ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Contact Centre Operations Manager
- £40,000 - £50,000 dependent on experience

Newly Created role
B2C operations
Onsite in Rotherham

Client Details

Page Group are delighted to be working in partnership with a long standing client in South Yorkshire who are looking to appoint a Contact Centre Operations Manager.

Following a restructure, this newly created role will report to and deputise for the Headof Contact Centre based in Rotherham

Description

Take operational responsibility for the Contact Centre in the absence of the Head of Contact Centre, deputising where required
Drive performance across the operation, taking corrective action around underperformance
Create and implement SLA's & KPI's based on customer needs, ensuring NPS & CSAT scores are managed to ensure excellent service is delivered at all times
Manage all available resource to meet customer demands, taking into account peak periods, customer demands and market trends
Work closely with training teams to identify areas for improvement and skill gaps across the operation
Take ownership of any escalated customer issues, resolving within agreed timescales
Provide clear leadership and direction for all Team Leaders, providing them with regular training and development
Work closely with the Head of Contact Centre to create and implement the customer service strategy across the business
Drive continuous improvement across the Contact Centre through regular reviews to identify areas for change and improvement around process, procedures, technology and people

Profile

Experience leading a Contact Centre Operations
Knowledge of contact centre systems and channels
Strong people development skills
Ability to drive performance
Strong stakeholder management

Job Offer
The Contact Centre Operations Manager will join a leading national business based at their Head Office in Rotherham

The role offers a salary of £40,000 - £50,000 plus benefits