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Contact Centre Operations Manager

Page Personnel Secretarial & Business Support
Job LocationRotherham
EducationNot Mentioned
Salary40,000 - 50,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

  • Contact Centre Operations Manager
  • £40,000 - £50,000 dependent on experience
  • Newly Created role
  • B2C operations
  • On-site in Rotherham
Client DetailsPage 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 RotherhamDescription
  • 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 under-performance
  • Create and implement SLAs & KPIs based on customer needs, ensuring NPS & CSAT scores are managed to ensure excellent service is delivered at all times
  • Ensure customers can interact through a channel suitable to them, making sure all team members are multi skilled across telephony, e-mail and live chat channels
  • 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 OfferThe Contact Centre Operations Manager will join a leading national business based at their Head Office in RotherhamThe role offers a salary of £40,000 - £50,000 plus benefits

Keyskills :
Contact Centre Operations Manager

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