Contact Centre Operations Manager

3 weeks ago


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

An exciting opportunity has arisen for a Contact Centre Operations Manager to join a market leading business, based in Manchester City Centre.

**Client Details**

Our client, based in Manchester, is a market leading retail business. Due to continued growth, they are looking for a Contact Centre operations manager to lead the team.

**Description**

Duties of the Contact Centre Operations Manager will be/have:

- Leading the day to day contact centre/ customer service operation to ensure departmental objectives are met
- Driving new processes and procedures across a multimulti-channel service
- Identify process improvement to have a positive impact on the customer journey
- Report on key customer metrics, delivering departmental data to stakeholders
- Act as the point of escalation for all customer complaints

**Profile**

The successful Contact Centre Operations Manager will be/ have:

- Experience leading a Contact Centre, developing and leading a team
- Ability to lead a team and develop others
- Analytical, innovative thinker who can drive customer satisfaction, productivity and make improvements to the customer journey
- Ability to influence others, including at a senior level
- Strong verbal and written communication skills
- Ability to deliver service delivery guidelines
- Results focused and committed to the values surrounding outstanding service delivery through effective people management
- A passion and commitment for delivering improvements to the customer experience

**Job Offer**

The salary on offer is £40k - £45k



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