Contact Centre Operations Manager

2 weeks ago


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

Contact Centre Operations Manager
- £40,000 - £50,000 dependent on experience
- Newly Created role
- B2C operations
- On-site in Rotherham

**Client Details**

Page Group are delighted to be working in partnership with a long standing client in South Yorkshire who are looking to appoint a Contact Centre Operations Manager. Following a restructure, this newly created role will report to and deputise for the Headof Contact Centre based in Rotherham

**Description**
- Take operational responsibility for the Contact Centre in the absence of the Head of Contact Centre, deputising where required
- Drive performance across the operation, taking corrective action around under-performance
- Create and implement SLA's & KPI's based on customer needs, ensuring NPS & CSAT scores are managed to ensure excellent service is delivered at all times
- Manage all available resource to meet customer demands, taking into account peak periods, customer demands and market trends
- Work closely with training teams to identify areas for improvement and skill gaps across the operation
- Take ownership of any escalated customer issues, resolving within agreed timescales
- Provide clear leadership and direction for all Team Leaders, providing them with regular training and development
- Work closely with the Head of Contact Centre to create and implement the customer service strategy across the business
- Drive continuous improvement across the Contact Centre through regular reviews to identify areas for change and improvement around process, procedures, technology and people

**Profile**
- Experience leading a Contact Centre Operations
- Knowledge of contact centre systems and channels
- Strong people development skills
- Ability to drive performance
- Strong stakeholder management

**Job Offer**

The Contact Centre Operations Manager will join a leading national business based at their Head Office in Rotherham

The role offers a salary of £40,000 - £50,000 plus benefits



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