Senior Customer Service Operations Lead
1 month ago
About the Opportunity
We are seeking an experienced Operational Manager to join our team in Belper. As a key member of our operations team, you will be responsible for leading and supporting a team of customer service advisors and working with a team of Operational Managers to ensure alignment of goals and objectives.
The successful candidate will have a Management Level 5 qualification or previous experience in a managerial role, with a fundamental understanding of contact centre operational management. Excellent motivation and team management skills are essential, as well as highly analytical skills and attention to detail.
You will deliver exceptional customer service to B2B and B2C clients within agreed unique SLAs and consistently deliver optimum efficiency of skills & resources. This role offers a fantastic opportunity to lead the way by mentoring and developing individuals, while building and maintaining close inter-departmental relationships based upon the fundamental needs and requirements of our customers, and the wider business.
Key Responsibilities
- Leading and supporting a team of customer-facing agents working on specialist skills
- Working with a team of Operational Managers to ensure alignment of goals and objectives
- Building and maintaining close inter-departmental relationships based upon the fundamental needs and requirements of our customers, and the wider business
- Delivering exceptional customer service to B2B and B2C clients within agreed unique SLAs
- Consistently delivering optimum efficiency of skills & resources
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