Senior Contact Centre Manager
Are you an experienced and talented contact centre operational leader with a demonstrable track record of enhancing and improving operational performance and leadership capabilities within a growth orientated customer care / customer service environment ? If so, this may be an ideal opportunity to make a visible impact into the ongoing performance improvement of my client’s operations.
This is a hybrid position working 2 days onsite in Cambridgeshire (with staff parking provided) and offers a salary range of £65’000 - £75’000 (depending on experience) + Benefits Package
Key Role Purpose & Responsibilities
This ‘visible and influential’ role will require you to ‘manage, coach, inspire and directly lead’ a team of 5 Operations Manager (who each have 4 /5 Team Managers reporting to them) to enhance and improve operational performance, attainment of SLA’s and core KPI’s. You’ll collaborate with the Resource Planning, Quality & Training, and Ops Support functions of the contact centre to ensure aligned operational strategies are met and planned for appropriately.
There is a core and defined focus on improving contact centre and customer care performance by actively coaching and developing the senior and mid-management operational teams ( “managing, coaching and developing the managers” ), and as such, a demonstrable passion and track record of delivering...