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Role: Contact Centre Operations Manager

Salary: Up to £55,000 DOE + bonus + benefits

Contract: Permanent, Full-Time

Location: West Midlands 100% office based Mon-Fri

This is an exciting opportunity for an experienced Contact Centre Operations Manager to join our client on a permanent basis. Ideally you will be from a background of understand vulnerable customers. Leading a contact centre team of up to 200FTE

Are you passionate about developing your team?

Can you achieve fantastic results through great customer experience?

About the Contact Centre Operations Manager Role:

You will manage the day-to-day delivery of performance of your department, the department engagement results and ensuring your team put the customer first in everything they do.
Coaching and supporting your team to drive sales performance through behaviours and great conversations will the role - we need someone who is willing to roll up their sleeves and champion best practice, therefore a background and sound understanding of coaching and developing others through known coaching development models is necessary.
Lead the culture, pace, and tone of the environment; coaching and mentoring future leaders as opposed to managing people via tasks, targets, and processes
Driving change, presenting solutions, and optimising department deliverables and operating practice will form part of your role - to do this you will need a fantastic internal network, built by demonstrating your ability to be personable, professional and collaborative.About You:

You will be an experienced Contact Centre Operations Manager leading teams of Team Leaders.
You will have proven experience surrounding team performance and contact centre KPI's.
You will have worked in a vulnerable customer background and understand the requirements and expectations surrounding an exceptional customer journey.
Excellent stakeholder engagement and management experience.
An ability to plan strategically, creating a roadmap of operational plans that can drive results.
Passion around coaching to drive performance.
Strong leadership skills and an excellent communicator
An innovative approach with a focus on best practice

Please follow the link to apply for this Contact Centre Operations Manager role.

Disclaimer
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