• 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