Job Description
Contact Centre Operations ManagerLeading UK Brand6 Months FTC (could be longer) 60,000Immediate start requiredBurton-on-trent 2/3 days per weekClient DetailsOur Client is an industry leading business in the retail / FMCG and 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-TrentDescriptionManage 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 efficiencyUndertake a full review of current SOP''s and make improvements where deemed necessaryCreate process workflows to support the internal team and wider businessWork Cross functionally with key departments to ensure the team deliver a consistent serviceReview 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 ProfileExperience leading a contact centre or complex operationStrong process mapping experienceAbility to motivate and inspire a teamExtensive stakeholder management across all levelsJob Offer6 Months FTC (could be longer)Salary of 57,000 to 60,000, dependent on the level of experience.Immediate start ..... full job details .....