Operations Manager - Contact Centre
Location
Bolton, Greater Manchester | United Kingdom
Job description
About The Role
As our Senior Contact Centre Operations Manager, you’ll lead the Customer Service operation to make sure we deliver an amazing customer experience, each and every time. We’ll look to you to drive a high level of performance whilst growing and developing the department.
We’ve got an operation that spans inbound, outbound and offline - and it’ll be up to you to motivate the team to make sure we stay on track. There’s over 120 people in our contact centre, and you’ll directly manage managers. Working alongside our Senior Leadership Team in the Contact Centre, you’ll also deliver key projects such as training, forecasting, recruitment and developing our culture. It’s a big job, but one that comes with huge rewards.
Basic salary of £45000 per year with an OTE of £54000, plus amazing benefits.
Here's What You Can Expect To Be Doing
- Lead and motivate the team to achieve our objectives across the department and wider operation
- Be our subject matter expert for the AO Retail Customer Experience department
- Create a coaching environment to promote operational excellence
- Analyse results and report back to key stakeholders and other senior managers
- Inspire the wider team and consistently communicate our business and operational mission, vision and values
- Build and maintain a strong leadership team
- Work collaboratively working with the resource planning, recruitment, employer relations, and learning and development teams to plan, coordinate and implement processes
A Few Things About You
- Previous experience managing a customer experience department, leading and developing multiple high performing teams
- A highly motivated attitude to targets and driving performance
- The ability to inspire and motivate a large team that has varying seniority and experience
- Experience coaching and developing individuals through different training methods
- Confidence to lead and manage change
- Knowledge on how to increase profitability through strategic changes
Job tags
Salary
£45k per annum
