Call Centre Operations Manager

5 days ago

Harrogate, United Kingdom CV-Library Full time

Call Centre Operations Manager - Insurance

The Role:

To pro-actively manage the Operational Department (which encompasses all pet and breakdown product activities) on a day to day basis. Drive improvements in systems and increase efficiency in the business to maximise return on investments and colleague performance. 
To support, develop, train, coach and mentor Team Leaders and managers to reach their full working potential.

Responsibilities:

Strategic:

•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; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions
•Maintains professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks & benchmarking

Leadership:

•Ability to inspire staff and act as a role model who acts with integrity
•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 Drive performance through inspirational leadership, creating an innovative culture by continually up-skilling the capability of Team Leaders & Product Managers to future proof leadership capability within the department which enables effective succession plans
•Clearly communicate the strategic plan with Team Leaders and gain their full buy in and participation in achieving the company goals
•Accomplish Call Centre human resource objectives by recruiting, selecting, training, assigning, coaching, counselling, and mentoring employees; assist Team Leaders & Product Managers in administering effective shift patterns; communicating job expectations; planning, monitoring, appraising & enforcing policies and procedures 
•Empowering Team Leaders & Product Managers to accomplish organisation goals, thereby accepting ownership of all operational departments 
•Ability to translate business strategy into delivery through clear KPI and Objective setting

Operational:

•Identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer service standards; contributing information and analysis to organisational strategic plans and reviews
•Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs
•Monitor the performance of third parties and stakeholders who support and work with the operational department
•Manage complex Project plans maintaining the integrity of the project and delivering on time through working with and managing the project team to tight deadlines
•Produce trend analysis to increase efficiency and improve consumer service
•Complete management reporting as required in a timely manner where evidential data is produced to support set KPI’s
•Lead implementation of an effective resource plan to ensure that resource is fully utilised, and any contact demand is effectively covered and within departmental budgets
•Take the lead on identifying and driving down customer friction working alongside department stakeholders fostering a culture of open two-way communication with teams and team members to ensure there is a well-defined communication and engagement plan across all operational teams
•Excellent verbal and written communication
•A practical thinker who takes pride in delivering work to a very high standard, right first time
•To effectively prepare, present and control meetings both internally and when required externally. Within the meetings be able to extract specific information or outcomes by controlling the direction and content of the meeting.
 
Skills:

Strategy implementation
Highly developed ability 
Excellent leadership skills 
Highly effective written and verbal communication skills
Advanced customer service skills
Improving Efficiencies by investigating data and MI
Dedicated to enhancing the skills and effectiveness of Team Leaders 
Attention to detail
Able to challenge the current thinking
Ability to work under pressure in a fast-paced environment
Assertiveness and confidence
Excellent interpersonal skills
Excellent IT skills
Ability to interpret data and reports provided by the analytic team 
An excellent knowledge of Call Centre Operational systems and functions
Project Management Knowledge specifically different delivery frameworks
Solid HR and People Management experience
Previous Management experience is essential
Can work both independently & collaboratively
Innovative
 
We are proud of our success and growth and have been recognised for many industry awards across our business.  If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you.  PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB. 
We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.

REF-(Apply online only)

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