Contact Centre Operations Support Manager

4 weeks ago

Stokeontrent, United Kingdom Vodafone Full time


At Vodafone, we're working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
Contact Centre Operations Support Manager
Location: Stoke-on-Trent Contact Centre
Hours of work - Monday - Friday 9am - 5.30pm. 1 in 4 weekends (1 day taken in lieu, 1 day overtime)
Who We Are
We're a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.
At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company. We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Where
You will be based in our newly refurbished, multi award winning, Contact Centre in Stoke-on-Trent, which has been home to our sales teams for over ten years, and is equipped with spacious lounge areas, product and demo hubs, cafe area and so much more.
We're looking for the very best people to join us. People who share our passion, our pioneering spirit and hunger for innovation in the fast paced, highly competitive, and demanding environment of Consumer Sales. If that sounds like you, this is your chance to take your career further.
What you'll do
You will provide inspirational leadership, direction, and real time management to deliver outstanding levels of service and employee engagement. This is a strategic role in the delivery of our operations, you will embody our values - the Vodafone Spirit, in everything you do and ensure the delivery of commercial success.

  • Oversee daily operations, ensuring that the contact centre runs smoothly by managing efficiency and adherence.
  • Our operations support managers lead a team of contact centre professionals, who in turn manage their own teams of skilled sales advisers.
  • You will frequently take the lead on projects and new campaigns.
  • Working with new team leaders and coaches, you will develop their people management skills.
  • Be an advocate for and showcase the department and the culture to the wider business.
  • Ensure training is scheduled and completed through appropriate learning channels.
  • Manage compliance to industry regulations and company policies.

Who you are
You are an excellent leader who can motivate employees and drive performance in a contact centre environment. You have a real passion for customer experience, ensuring the needs of the customer are prioritised.
We are looking for the following critical skills:

  • In depth understanding and experience of managing a contact centre operation.
  • Strong communicator with networking and diplomacy skills.
  • Able to prioritise effectively and work to challenging deadlines.
  • Track record of experience in coaching and continuously developing a team.
  • Strong data analytical skills.
  • Knowledge of Mobile Voice, Fixed line, and Data Applications is highly desirable.

What we offer
We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break.
Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role and our recruitment team can help you see how your skills fit in.
Together we can
Vodafone is committed to attracting, developing, and retaining the very best talent. Inclusion for all is a key pillar of our purpose with the belief that diversity plays an important role in the success of our business. We actively encourage growth and progression for all employees.
Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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