Interim Contact Centre Operations Manager

2 weeks ago


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

This is an exciting opportunity for a Interim Contact Centre Operations Manager working with a professional services client based in Manchester City Centre.

**Client Details**

Professional services client specialising in Legal.

**Description**

Interim Contact Centre Operations Manager, your responsibilities will include:

- Identifying opportunities to reduce customer contacts with improvements to our processes and the customer journey, based on customer feedback and other data
- Enabling the team to be customer centric and deliver a memorable customer experience, integrating our clients professionalism and perks into customer interactions to increase customer satisfaction, retention and loyalty
- Analysing and reporting on departmental data to key stakeholders
- Resolving any escalated issues and high risk complaints sent via the Senior Management Team, taking ownership of customer issues and seeing problems through to resolution
- Ownership of recruitment, monthly rotas and payroll, as well as supporting with any escalated employee relation issues
- Working alongside the other departmental Contact Centre Managers to ensure we are working collectively towards the wider business goals

**Profile**

**Skills, knowledge and experience**
- Previous experience of working with in Operations and Customer Service Contact Centre environment in a similar role.
- 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**

Great Company Benefits.

Flexible Working.

Competitive Day Rate.

Great Office Location and Environment.



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