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Contact Centre

Contact Centre Operations Manager

Location: Central Bristol
Posted: 18/02/2021

Salary: £40,000 - £50,000
Job Type: Permanent

Are you an experienced team manager or operations manager looking for a new challenge?

Do you put the customer at the heart of everything you do and do you love managing customer service teams to do the same?

This role has the flexibility to work remotely, but you will be encouraged to go to the office at least a few times a month.     

My client, a leader in their field, is looking for an experienced and talented Contact Centre Operations Manager to lead Customer Service teams in delivering an award-winning service and ensuring customers get the help and advice they need by phone, email and digital channels.  As Contact Centre Operations Manager, you will lead Team Leaders and Agents to deliver consistent performance through customer-facing processes in, arguably, their most important team – inspiring and influencing them to maintain the dynamic and customer-centric culture that has driven their success to date.  You will also play a key role in driving their vision and identifying innovation future-proof solutions for improving processes. 

In return, you will be rewarded with a competitive salary and excellent benefits, including an annual bonus, flexible lifestyle benefits, great holiday entitlement, your birthday off, and many more…

You will be responsible for…

  • Managing 6-8 Team Leaders and 50-70 Agents to deliver consistent performance through customer-facing processes, including awareness of the entire customer journey beyond your team
  • Driving performance and supporting your team to achieve their metrics by placing the right people in the right place, at the right time
  • Supporting ongoing development within your team, identifying any areas where extra support is needed and ensuring continuous improvement
  • Developing future management capability and enabling your team with fulfilling their potential
  • Influencing across the business and demonstrating an effective, delivery-focussed approach
  • Supporting large-scale change and integration projects

You need to be…

  • Experienced in leading a team of at least 50 within a lively customer-focussed environment, ideally within a regulated industry
  • An agile worker who is comfortable working in a fast-paced and everchanging environment
  • A big-picture problem solver who is forward-thinking, innovative and enjoys driving digital strategies and pushing the boundaries with digital innovation
  • A strong communicator and a natural leader who is happy to muck in with the team

And if you have…

Managed a social or digital team or supported projects from large-scale change or integration through to omnichannel or contact centre transformation – even better!