Contact Centre Operations Manager

*The recently refurbished contact centre provides employees with a comfortable modern working environment to enjoy.
* The contact centre is equipped with sit-stand desks, which are scientifically proven to increase productivity, concentration, and creativity by improving the way we feel and the way we work.
* The client offers a good work-life balance and communicates shifts well in advance to our employees.
* Experience a range of team-building events and competitions designed to be fun, social, and to build team spirit.
* Offering employees an attractive remuneration package, 25 days holiday plus bank holidays and bonus opportunities.
* The client offers a generous pension scheme which enables our employees to have greater financial security when they do retire.

Description of the role:
* You will manage and support teams of Customer Service Advisors, ensuring that business goals and operational targets are achieved and maintained.
* As an operational manager, you will use MI Data in relation to individual and team performance to support the coaching and mentoring of your direct reports to improve performance and efficiencies.
* Generate growth of service products in line with customer requirements, forecast, and budget by delivering optimum efficiency of skills and resources.
* Deliver excellent customer service to both internal and external customers through implementing best practices and taking ownership of customer dissatisfaction escalations to achieve a successful resolution.
* Develop problem resolution skills to ensure that customers are treated fairly through all communication channels.
* You will take the lead on the recruitment of Customer Service Advisors whilst aligning with HR procedures and processes.

Experience Needed:
* Previous experience of operations management within a contact centre is essential for this role.
* Qualifications: GCSE Grade 4 or above in English and Mathematics or an equivalent is required; a Level 3 qualification in customer service or team management is advantageous.
* Strong people management skills.
* Excellent written and verbal communication skills.
* A flexible attitude and the ability to work under fluctuating business demands and meet deadlines.
* Experience of producing accurate MI data and using this to drive performance.