Location
Sheffield | United Kingdom
Job description
Whether it's planning projects or successfully executing mission impossible, you've got it figured out. You're the type of person everyone needs on their team, you know whose strengths to use and how to keep everyone motivated.
If you're looking for an opportunity to grow your career then join our team as an Operations Manager - Sales and Retention at our vibrant Sheffield providing home insurance directly to online consumers and through our contact centre.
In this role, you will play a critical role growing the business through sales, retention and revenue generation, as well as transforming the culture, rewards and recognition.
If you're ready to lead by example, then apply today!
What you'll be doing
- Delivering annual Contact Centre and Customer Experience objectives ensuring it is aligned to our client's strategy and risk appetite
- Managing and supporting the delivery of the Contact Centre's operational service strategy
- Leading, developing and motivating Team Managers to encourage agents to deliver a best in class service across all stages of the customer journey
- Providing strong, visible leadership to help deliver a positive, open culture where high quality colleagues can deliver to their full potential
- Effectively managing and developing the performance, talent and future capability of all direct reports and wider team
- Being accountable for delivering Contact Centre processes in line with Conduct/ Regulatory risk standards and within Operations risk appetite
- Operating within the Customer Service Risk and Control framework, effectively monitoring key risks, escalated issues and identifying common trends
- Driving fair outcomes for the customer, embedding these principles in all Contact Centre processes and policy. Prompt action taken to mitigate issues identified through outcome testing measures
- Working with the Business to deliver new products, changes or initiatives impacting Customer Service
- Ensuring the Contact Centre has appropriate levels of multi-skilled resource at all times, coordinating staff recruitment and training
- Designing and delivering reward and incentive schemes aligned to fair customer outcomes
- Developing strong working relationships with key internal and external stakeholders, to achieve business objectives
- Creating and delivering an effective revenue growth strategy to ensure optimal performance in both sales and retention work streams
- Proven ability to drive the sales process from plan to close
- Effective performance management of sales and retention call types to drive performance above expectations
- Achieving growth and hitting sales targets by successfully managing sales teams and by assessing the teams strengths and weaknesses
What you'll need
- Proven leadership and relationship management experience across teams and in a matrix environment
- In-depth understanding and experience of contact centre management
- Strong relationship and stakeholder management skills at a Senior Manager and Executive level
- Project management skills in complex multi-functional projects
- Strong influencing, negotiating and networking skills
- Analytical and conceptual ability to understand customer attitudes and motivations, and to translate this into directional recommendations
- Strong awareness and understanding of Conduct Risk
Take this opportunity to advance your career with our team of game-changers.
Job tags
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