Contact Centre Operations Manager

3 weeks ago


Leeds, United Kingdom Page Personnel Secretarial & Business Support Full time

Leading Leeds based Contact Centre
- Contact Centre Operations Manager
- Hybrid working
- Highly competitive salary and bonus

**Client Details**

Page Group are delighted to be working in partnership with a well known contact centre based business in Leeds who are looking to appoint a Contact Centre Operations Manager at this time

**Description**
- Lead, manage and inspire a Contact Centre Operation to deliver a world class level of service at all times
- Implement SLA & KPI's across the operations, ensuring performance levels are achieved in line with customer expectations
- Manage all available resource to ensure customer needs are met, taking into account customer behaviour, peak periods and market trends
- Lead key programmes of work to ensure business objectives are achieved
- Manage and review customer channel usage, promoting new ways of working and giving customers the option to interact how they wish
- Take ownership of any customer issues or complaints, looking to reach resolutions within a timely manor
- Ensure operating procedures and policies are robust and fit for purpose, undertaking regular reviews and highlighting opportunities for change that will result in better outcomes for customer
- Work collaboratively with key internal stakeholders to maximise the customer journey across al touch points

**Profile**
- Worked at Ops Manager level or above within a contact centre
- Excellent stakeholder engagement at all levels
- Ability to build strong working relationships
- Process improvement knowledge

**Job Offer**

The Contact Centre Operations Manager will join a well known business based in Leeds, and will offer some home working.

The role offers a highly competitive salary along with bonus and company benefits



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