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Call Centre Operations Manager

1 month ago

Keighley, Bradford, United Kingdom CV-Library Full time

Job Title: Call Centre Operations Manager

Rotherwood is seeking a skilled Call Centre Operations Manager to oversee our day shift operations. This role involves supervising a team of call centre agents, ensuring efficient and high-quality service delivery. Key responsibilities include team leadership, performance management, quality control, and reporting.

Key Responsibilities:

  • Team Leadership: Supervise and provide guidance to a team of call centre agents, ensuring efficient and high-quality service delivery.
  • Performance Management: Monitor individual and team performance, provide regular feedback, coaching, and support to ensure KPI targets are met.
  • Quality Control: Conduct regular call monitoring to ensure adherence to quality standards and provide constructive feedback to agents.
  • Reporting: Prepare and present reports on team performance, quality issues, and shift operations to senior management.

Requirements:

  • Minimum of 2 years' experience in a call centre environment, with at least 1 year in a supervisory or leadership role.
  • Strong verbal and written communication skills, with the ability to provide clear and constructive feedback.
  • Proven ability to lead, motivate, and develop a team in a fast-paced environment.
  • Excellent customer service skills, with a commitment to quality and a track record of achieving high customer satisfaction levels.

Working Hours: The shift is fixed from Tuesday to Saturday, with days off on Sunday and Monday.