Contact Centre Operations Manager

ABL Architectural Products Corp.; Norwich; On-site; GBP 30,000 - 50,000; Full time

Job description

About Us: Join our team at Anglian, where we pride ourselves on delivering exceptional customer service. We are seeking a dedicated and experienced Contact Centre Operations Manager to oversee the daily operations of our National Contact Centre.

Purpose of the Role: The purpose of this role is to work alongside the Contact Centre Manager and Head of Contact Centre in the day-to-day running of the National Contact Centre. You will oversee the daily operation of National Contact Centre performance, people development, workforce management, technology, and quality and compliance.

This role allows daily involvement in key decision-making and the responsibility to drive National Contact Centre performance, ensuring key KPIs are delivered.

Key Responsibilities

1. Performance Management: Monitor and enhance call centre performance, ensuring targets are met and processes are optimised.
2. People Development: Create and maintain employee engagement programs, provide ongoing training and development, and conduct performance reviews.
3. Workforce Management: Manage resource allocation, including staffing and technology, to ensure optimal operation.
4. Technology: Oversee the implementation and maintenance of call centre technology to support efficient operations.
5. Quality and Compliance: Ensure all operations comply with relevant regulations and standards, maintaining high-quality service delivery.

Qualifications

1. Proven experience in call centre operations management.
2. Strong background in people development and workforce management.
3. Excellent leadership and communication skills.
4. Ability to analyse data and make informed decisions.
5. Knowledge of industry regulations and standards.

What We Offer

1. Competitive Salary
2. 31 days holiday, increasing to 33 days after 2 years of service, plus have your birthday off
3. Pension
4. Paid time off annually to volunteer
5. Comprehensive health & well-being benefits including cycle to work scheme, heavily discounted gym memberships and free access to mental health first aiders
6. Heavily discounted group discount scheme on all products
7. Group Perks and freebies on days out, cinema, theatre, eating in and out, mobiles phones, food shopping and most major high street retailers
8. Opportunity to work with a forward-thinking and supportive team
9. Career development and continuous learning opportunities.

How to Apply: If you are a motivated and results-driven professional looking to make a significant impact, we want to hear from you!

Our Company is committed to monitoring & aligning its Policies with up-to-date Government guidance on reducing the spread of respiratory infections in the workplace. Through the Company’s value of Succeed Together we are committed to Equality, Diversity and Inclusion. We recruit the best person for the job regardless of any protected characteristics as defined by the Equality Act 2010 creating an inclusive working environment and culture for our employees.