Contact Centre Operations Manager

3 weeks ago


Swindon, Swindon, United Kingdom undisclosed Full time
Job Title: Contact Centre Experience Manager

We are seeking an experienced Contact Centre Manager to lead our client's team based in an undisclosed location. This is a fantastic opportunity for a motivated individual with a proven track record in managing contact centre operations to join our company.

Key Responsibilities:
  1. Oversee the daily operations of the contact centre, ensuring efficient and effective service delivery.
  2. Manage, mentor, and develop a team of contact centre agents to achieve performance targets and maintain high levels of customer satisfaction.
  3. Implement and monitor performance metrics, providing regular reports to senior management.
  4. Develop and execute strategies to improve operational efficiency and customer service quality.
  5. Collaborate with other departments to ensure seamless service delivery and customer experience.
Requirements:

  1. Proven experience in managing a contact centre team.
  2. Strong leadership and team management skills.
  3. Ability to analyze data and generate actionable insights.
  4. Experience with contact centre technologies and software.
Additional Requirements:

  1. Experience developing and implementing training programs for contact centre staff.
  2. Knowledge of customer relationship management (CRM) systems.
  3. Familiarity with quality assurance processes and standards.
  4. Experience in budget management and cost control.
Benefits:

  1. Competitive salary.
  2. Flexible working arrangements, including one day per week working from home.
  3. Comprehensive health and wellness programs.
  4. Opportunities for professional development and career advancement.
  5. 33 days holiday (inclusive of bank holidays).
  6. Employee discount schemes.
  7. Pension plan with company contributions.


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