Customer Service Ops Manager

  • Permanent
  • Swindon, South West
  • Posted 5th June 2018
  • £50000 - £60000 per Annum + Competitive Benefits & Bonus
  • Ref: 656951
A major and recognised brand seeks an experienced Customer Service Ops Manager to lead the further development of their multi-channel inbound contact centre operation. They are looking for a driven individual who is experienced at delivering exceptional service performance, where the customer is always at the forefront of decision making.

Our client would ideally like to engage with candidates who have the hands on ability to develop, mentor and coach teams leading to an improved performance whilst being able to bring in new ideas to the strategic plans moving forward

As the leader in this area, you will be responsible for managing and cultivating the business relationships in order to achieve operational targets and promote our contact centre service operation as recognised Centre of Excellence.

This is an exciting role where you will need to be a highly motivated, influential individual who will be able to.

*Lead and inspire others at all levels to maximise their potential.
*Identify business needs, objectives and goals and delivering through operational excellence
*Achieve and maintain the highest levels of customer satisfaction and quality across the different functions.
*Be accountable for setting and achievement of all operational performance measures
*Follow best practice for performance management; controlling absence and attrition
*Conducting regular strategic reviews
*Champion 'Quality' and develop a culture of continuous improvement
*Analyse, interpretation and reporting on operational performance, identifying areas of under-performance and implementing solutions
*Effectively manage talent for succession planning
*Lead change management initiatives including new business implementation, ramp-ups and downsizing
*Liaising effectively across all functions within the business

Essentially you will consider yourself

*An experienced operational leader who enjoys delivering operational excellence through others
*A self-motivated leader with the ability to inspire others to maximise their potential
*Passionate about quality and service delivery
*To be an operational and change management expert
*A strong leader who has the ability to lead, coach and develop people to ensure an increase in individual performance
*To have a good understanding of process improvement that can improve service, quality and efficiency
*An excellent negotiator with strong influencing skills
*To have a flair for innovation.
*To be resilient and calm in high pressure situations.
*An expert at analysing and interpreting performance data

Competent and consistent Contact Centre Service Manager being able to use this structure/ platform to ensure your team members have been able to achieve team SLA, KPI's and Contact Centre operating targets. Coupled with this will be strong examples of performance management.

Knowledge and experience in leading a forward thinking multi-channel contact centre operation is essential

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