Senior Operations Manager

7 days ago


Leicester, Leicester, United Kingdom Otis Full time
Job Description

We are looking for a highly motivated and experienced Customer Service Team Leader to join our team at Otis.

Salary:$60,000 - $80,000 per annum

Key Responsibilities
  • Manage team performance to ensure quality customer call handling and prompt dispatch of engineer calls achieving contracted client KPI's.
  • Prepare cover rota's for all UK regions taking remedial action where required.
  • Monitor notes added to the CRM system by agents for quality and accuracy.
  • Act as an escalation interface for field colleagues and on-call managers.
Requirements
  • Great coaching, mentoring, and leadership experience, ideally within a busy call centre.
  • Proven experience dealing with a high workload, able to work both proactively and reactively to resolve external complaints.
  • Able to work over the weekend, giving you the chance to have the week free.
About Us

Otis is a global company that puts its employees at the heart of its business. We offer top-class, in-house training to help you develop your skills and knowledge.



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