Customer Service Operations Manager
3 weeks ago
We are a fast-growing Procurement Specialists and Bid Management Firm supporting British Firms by assisting them onto Government Frameworks. We are the world's leading experts in the business of Government and the Public Sector.
We aspire to help those companies win, grow, and then export, helping to put the Great Back into Britain, a major challenge requiring huge growth, great skills, and amazing people who are the very best in their chosen career field.
This is a full-time, office based role, offering a competitive salary range of £35,000 - £40,000 (OTE up to £50,000) depending on experience. As a key member of our operations team, you will be responsible for providing leadership, training and coaching to our Contact Centre team members to help them improve their skills and performance.
You will be expected to develop and implement operations strategies, policies and procedures for the call centre. This will include training, coaching and evaluation of call centre staff, setting and monitoring Framework executive goals, quality standards and key performance indicators.
We offer a fun work environment and office, which includes a dog creche, games room and a diner, along with regular A* social events, concerts, sports events and corporate events globally.
Responsibilities- Developing and implementing operations strategies, policies and procedures for the call centre.
- Training, coaching and evaluation of call centre staff.
- Setting and monitoring Framework executive goals, quality standards and key performance indicators.
- Developing the contact centre's coaching and training materials.
- Liaising with team leaders and managers to conduct on-the-job coaching.
- Providing one-on-one coaching to team members to help them improve their skills and performance.
- Reporting and presenting call centre data, statistics and feedback to the senior leadership team.
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