Contact Center Operations Manager

4 days ago


Romford, Greater London, United Kingdom HCLTech Full time
Job Description:

HCLTech is seeking an experienced Contact Center Operations Manager to lead our team in Romford.

Salary:£60,000 - £80,000 per annum.

Job Responsibilities:
  • Lead and manage a team of contact center agents to ensure excellent customer service and high performance targets are met.
  • Develop and implement effective resource planning strategies to optimize agent utilization and minimize costs.
  • Analyze and interpret MI statistics to inform business decisions and drive continuous improvement.
  • Collaborate with senior management to establish and achieve business objectives and key performance indicators (KPIs).
  • Maintain a deep understanding of the financial services industry and relevant products, including protection policies, pensions, and mortgages.
  • Recruit, train, and develop staff to ensure they possess the necessary skills and competencies to excel in their roles.
Required Skills and Qualifications:
  • Degree-level education in a relevant field or equivalent experience.
  • Proven track record of leadership and management in a contact center environment.
  • Strong analytical and problem-solving skills, with the ability to interpret complex data and metrics.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels.
  • Familiarity with HR policies and procedures, employment law, and regulatory requirements within the financial services sector.
Benefits:
  • A competitive salary package.
  • Ongoing training and development opportunities.
  • A dynamic and supportive work environment.
  • The opportunity to work with a leading company in the financial services sector.


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