Contact Centre Operations Lead

Are you an engaging manager with a passion for putting the customer first and developing your team to deliver an excellent service?

We are looking for an experienced Operations Lead to manage a team consisting of Team Leaders, Subject Matter Experts and advisers. The team is committed to providing a quality service to all our customers working in an open and accountable way that builds the trust of our clients and stakeholders. The team is responsible for resolving and responding positively to HR queries for several of our Government Clients.

The Operations Lead will be responsible for leading, coaching and developing the team within a high volume area, ensuring that all key performance indicators are met. You will also be responsible for managing key client stakeholder relationships either directly or by working with Client Relationship Managers.

The role is based hybrid from our Newcastle centre of excellence 2 days a week Thursdays and Fridays and the other 3 days from home with also occasional travel to our other contact centre based in Newport.

**What you'll be doing**:

- Managing the daily operations of the contact centre: This includes overseeing the contact centre staff, monitoring performance metrics, analysing data, and making decisions to improve efficiency and productivity. Act as an escalation point for Team Leads and Subject Matter Expert’s (SMEs) dealing with complex issues
- Ensuring customer satisfaction
- Promote the customer contact centre culture of communication, engagement, Net Promoter Score, Great Place to Work, continuous improvement and service excellence
- Developing and implementing strategies for achieving departmental goals and objectives
- Experience of leading teams in achieving challenging SLA and KPIs
- Experience of managing key stakeholders in a commercial setting

**What you’ll bring**:

- Relevant industry contact centre experience
- Experience in the delivery of excellent customer service
- Passion and ideas for delivering continual improvements
- Experience of mentoring team members
- Experience of working towards and achieving client facing SLA
- Experience of working and managing a team in a high-volume environment
- Ability to connect with people of all levels from the advisers in your team to facing off to the client

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you

**Employment Type**:Full-time, Permanent

**Location**: Newcastle

**Security Clearance Level**:SC

**Internal Recruiter**:Amelia

**Salary**:up to £40,000 per annum dependent on experience

**Benefits: - **25 days annual leave with the choice to buy additional days, life assurance, pension, and generous flexible benefits fund

**Loved reading about this job and want to know more about us?**

SSCL is a leader in critical business support services for the largest Government departments, Defence, Police and CITB across the UK. We provide digital solutions and Innovation and Advisory services to improve end to end employee services including HR & Payroll, Finance, Procurement, Pensions Administration and Resourcing Services - enhancing the customer experience, enabling smarter public services.

We employ more than 3,000 people who, with their in-depth client knowledge and our collaborative approach, sit at the heart of our business strategy. SSCL operates at size and scale across the UK Public Sector and has already delivered savings c£400 million - providing more funds for front line public services.