Contact Centre Operations Manager

• Contact Centre Operations Manager
• £50,000 plus benefits
• Sheffield - on-site
• Newly created role

Client Details

Page Group are working in partnership with a nationally recognised business who are going through an impressive period of growth and expansion. Due to this they are now looking to add an extra Contact Centre Operations Manager to the business to join them at their offices in Sheffield

Description

Key Responsibilities :

• Lead and develop a contact centre specific operation to deliver against pre agreed KPI's and provide a best in class service to B2C customers
• Provide team manager with regular training, development and give them the tools to guide the wider team
• Maximise multi-channel usage, looking at historic data to plan future contact levels
• Work with peer group to ensure accurate resources are available and maximised in line with customer expectations and peak periods
• Take ownership of any issues or escalations, ensuring resolutions are achieved in a timely manor
• Deputise for the Head of Contact Centre where required
• Create, implement and drive kpi expectations across the operation
• Work with senior management team to lead initiatives aimed at helping the business achieve wider objectives
• Drive continuous improvement across people and process through regular evaluation and reviews, helping to identify recommendations and improvement actions

Profile

The Successful Candidate :

• Experience at Operations Manager level or above within a contact centre
• Management of large scale teams
• Multi channel experience
• Strong people management experience
• Strong communication skills
• Process improvement knowledge

Job Offer

This is a great opportunity for an experienced Contact Centre Operations Manager to join a growing business at their offices based in Sheffield

The role offers a salary of up to £50,000 dependent on experience plus company benefits