Call Centre Operations Director

1 week ago


Harrogate, North Yorkshire, United Kingdom PIB Group Full time
About the Role

As a Call Centre Operations Manager with PIB Group, you will be responsible for driving improvements in systems and increasing efficiency in the business to maximise return on investments and colleague performance. Your strategic vision will help determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis.

This leadership role requires you to meet call centre financial objectives by estimating requirements, recruiting, selecting, training, assigning, coaching, counselling, and mentoring employees. You will also need to maintain professional and technical knowledge by tracking emerging trends in call centre operations management and establishing personal networks & benchmarking.

Key Responsibilities:

  • Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis.
  • Meets call centre financial objectives by estimating requirements; recruiting, selecting, training, assigning, coaching, counselling, and mentoring employees.
  • Maintains professional and technical knowledge by tracking emerging trends in call centre operations management; establishing personal networks & benchmarking.
  • Lead the service delivery of the Contact Centre adopting a hands-on approach in the pursuit of delivering outstanding results for the business and consumers.

Salary: £60,000 - £80,000 per annum, depending on experience.

Benefits: We offer a competitive salary, as well as a range of benefits including competitive holiday allowance, death in service benefit, company pension scheme, enhanced maternity and paternity leave packages, flexible benefits package, and access to our benefits portal offering discounts on various products and services.

About Us: PIB Group is a leading insurance provider with a strong commitment to innovation and customer service. We have been recognised for many industry awards across our business and operate a flexible working policy.



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