Customer Service Operations Manager
1 month ago
GovData Ltd is seeking an experienced Contact Centre Manager to lead our B2B Outbound Contact Centre team. As a key member of our operations team, you will be responsible for providing leadership, training, and coaching to our contact centre staff to improve their skills and performance.
The ideal candidate will have a strong understanding of contact centre operations, leadership abilities to motivate and develop team members, and experience working with dialler technology and other outbound contact centre systems.
Key Responsibilities:
- Develop and implement operations strategies, policies, and procedures for the contact centre.
- Train, coach, and evaluate contact centre staff.
- Set and monitor key performance indicators and quality standards.
- Develop coaching and training materials, including digital presentations and instructional videos.
- Deliver coaching programs for new and experienced team members.
- Observe daily operations and identify areas for improvement.
- Liaise with team leaders and managers to conduct on-the-job coaching.
- Provide one-on-one coaching to team members to improve their skills and performance.
- Report and present contact centre data and statistics to senior leadership.
Requirements:
- Bachelor's degree in customer service, business, or a related field.
- Proven experience as a contact centre manager in a B2B environment.
- Experience working with dialler technology and other outbound contact centre systems.
- Excellent knowledge of contact centre operations, systems, and practices.
- Strong understanding of customer service principles and sales techniques.
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