Full job description*Contact Centre Operations Manager
*Leading UK Brand
*6 Months FTC (could be longer)
*£60,000
*Immediate start required
*Burton-on-trent 2/3 days per week
Client Details
Our Client is an industry leading business in the retail / FMCG & Hospitality sector. Following a period of transformation, they are looking for a Contact Centre Operations Manager to join them at their Offices in Burton-on-Trent
Description
*Manage the day-to-day operation of the contact centre to maintain a reliable customer service.
*Create implement and embed new processes that align with business needs and improve operations efficiency
*Undertake a full review of current SOP’s and make improvements where deemed necessary
*Create process workflows to support the internal team and wider business
*Work Cross functionally with key departments to ensure the team deliver a consistent service
*Review contact centre performance and use findings to improve service delivery.
*Work with Customer Service colleagues to maintain clear processes for handling customer queries.
*Coordinate resources across the contact centre to support consistent service levels.
*Resolve operational escalations and ensure customer issues are handled appropriately..
Profile
*Experience leading a contact centre or complex operation
*Strong process mapping experience
*Ability to motivate and inspire a team
*Extensive stakeholder management across all levels
Job Offer
*6 Months FTC (could be longer)
*Salary of £57,000 to £60,000, dependent on the level of experience.
*Immediate start required
*Burton-on-Trent 50% of time - 2 / 3 days per week