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Customer Operations Manager

2 months ago

England, UK, United Kingdom Hiya! Full time


Customer Operations Manager

About Us: Hiya is a leading provider of rental goods, committed to delivering exceptional customer experiences and innovative solutions. We pride ourselves on our dynamic team and our dedication to quality and excellence. We are seeking a motivated and experienced Customer Operations Manager to join our team and help us achieve our goals.


Job Summary: The Customer Operations Manager will oversee the daily operations of our call centre, ensuring that our team provides outstanding service to customers while meeting performance targets. This role requires a strategic thinker with excellent leadership skills, the ability to analyse data and implement improvements, and a strong commitment to customer satisfaction.


Key Responsibilities:

Operational Management:

  • Oversee the daily operations of the Inbound and Outbound contact centre, ensuring efficiency and high performance
  • Oversee the implementation and operation of required technology
  • Develop and implement operational strategies to improve productivity and customer satisfaction
  • Manage call centre resources, including staffing, technology, and workflows
  • Inspiring our people in the workplace, helping them be the very best version of themselves

Team Leadership:

  • Lead, mentor, and develop a team of call centre supervisors and agents, across inbound and outbound operations
  • Conduct regular performance evaluations and provide constructive feedback.
  • Foster a positive and collaborative work environment.

Performance Monitoring:

  • Monitor key performance indicators (KPIs) such as call wait times, resolution rates, and customer satisfaction scores.
  • Analyse data to identify trends, issues, and areas for improvement.
  • Prepare and present reports on call centre performance to senior management.

Customer Experience:

  • Ensure that all customer interactions are handled professionally and efficiently.
  • Implement strategies to enhance the customer experience and resolve escalated issues.
  • Stay informed about industry trends and best practices to continuously improve service quality.
  • Own ‘1st line’ Quality Assurance across business functions including management and development of Quality Assurance platform(s), ensuring consistent adherence to required customer experience standards and operation risk mandates

Process Improvement:

  • Identify and implement process improvements to optimise customer contact operations & customer experience
  • Collaborate with other departments to ensure seamless service delivery
  • Lead projects aimed at improving customer contact efficiency and effectiveness
  • Initiate, lead and contribute to cross functional service delivery projects and schemes of work, to enhance service delivery and customer experience
  • Implement and embed strong control frameworks to ensure that our processes and procedures work as designed and intended

Compliance and Training:

  • Ensure compliance with company policies, industry regulations, and quality standards.
  • Develop and oversee training programs to ensure staff are equipped with the necessary skills and knowledge.
  • Stay updated on new technologies and methodologies to enhance call centre operations, making recommendations for improvement or implementation

Qualifications:

  • Bachelor’s degree in Business Administration, Management, or a related field.
  • OR, be qualified by experience as an accomplished call centre manager for 3 years
  • Proven experience in call centre management or a similar role.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Proficiency in call centre software and technology.
  • Experience with Work force management (WFM) technology and principles
  • Analytical mindset with the ability to interpret data and make informed decisions.
  • Strong problem-solving skills and a customer-focused approach.
  • Ability to work under pressure and handle multiple tasks simultaneously.

Benefits:

  • Competitive salary.
  • Paid time off and holidays.
  • Collaborative and inclusive work environment.
  • Remote working with the occasional requirement to travel for meeting (c. twice per month)


We'd love to hear from you....get in touch