Senior Customer Service Operations Manager
6 days ago
About This Role
We are seeking an experienced Contact Centre Manager to oversee the daily operations of our contact centre. Your primary responsibility will be to ensure the centre is running efficiently and effectively, meeting overall business goals and objectives.
The successful candidate will provide leadership and guidance to the team, manage inbound calling to high productivity levels, and complete various accounts and reporting for senior management. You will also be responsible for achieving targets and key performance indicators (KPIs), creating a customer-centric team culture, and driving customer satisfaction across various channels.
Your Responsibilities
- Provide leadership and guidance to the Call Centre Team
- Manage inbound calling to high productivity levels
- Complete various accounts and reporting for senior management
- Achieve Targets and KPI's
- Create and promote a customer-centric team culture
- Support and drive the teams to meet and exceed targets
- Identify opportunities to increase customer engagement, quality, and efficiency
- Daily monitoring and analysis of service levels, weekly reviews of results, and provision of regular reports to senior leadership
- Conduct regular performance reviews with the team in line with assigned KPIs and objectives
About You
To be successful in this role, you will need:
- 3+ years experience as Contact Centre Manager for a large inbound team managing national calls
- Experience collaborating with workforce planning and quality assurance teams
- Customer service background
- Operations management for day-to-day running of a Contact Centre
- Aptitude for people management and leadership, including recruitment, employee engagement, coaching, training, and performance management
What We Offer
We offer a competitive salary package, excellent benefits, and opportunities for career growth and development. If you are a motivated and experienced Contact Centre Manager looking for a new challenge, please apply today.
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