Customer Service Operations Manager

4 weeks ago


Telford, Telford and Wrekin, United Kingdom Diligenta Full time
Customer Service Operations Manager

At Diligenta, we are seeking a highly skilled Customer Service Operations Manager to oversee the real-time monitoring of Contact Centre operations within a financial services environment. This role involves managing the Record Management and Digital Services teams, leading the day-to-day activities of the real-time management team, and streamlining workforce management processes. The successful candidate will provide actionable insights to enhance performance and elevate customer satisfaction.

Key Responsibilities:
  • Leading a team to optimise staffing levels and resource allocation based on real-time demand forecasts and operational metrics.
  • Continuously evaluating and refining real-time processes and procedures to enhance operational effectiveness and efficiency.
  • Collaborating with other departments to drive coordinated efforts to improve Contact Centre performance.
  • Monitoring Contact Centre performance in real-time, identifying trends, anomalies, and areas for improvement, to deliver to SLAs.
  • Generating reporting and dashboards to communicate performance metrics, trends, and insights to key stakeholders.
  • Ensuring compliance with all relevant regulatory requirements and internal policies governing contact centre operations.
  • Providing leadership and guidance to all teams, including performance management, coaching, and development.
  • Driving a performance culture to engage and motivate direct reports to deliver exceptional customer experiences.
What We Offer:
  • A competitive salary and benefits package.
  • Eligibility for an annual discretionary bonus scheme.
  • Personal and career development opportunities to progress within the company and its global parent company.
  • Access to a range of employee benefits, including a cycle to work scheme and interest-free season ticket loans.
  • A comprehensive wellbeing programme, including an employee assistance programme and other benefits to support mental, physical, and financial wellbeing.
  • A contributory company pension scheme with employer matching.
  • Group life assurance and group income protection.
Requirements:
  • Proven leadership skills and experience in contact centre operations.
  • Detailed knowledge of capacity planning and forecasting.
  • Sound decision-making skills and ability to navigate ambiguity.
  • Qualified or willing to work towards CF1, FA1, and FA2 certifications.
  • Crisis management skills and ability to remain calm under pressure.
  • Detailed knowledge of regulatory and legislative requirements.
  • Ability to think critically and drive performance culture.


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