Customer Service Operations Manager
At Diligenta, we are seeking a highly skilled Customer Service Operations Manager to oversee the real-time monitoring of Contact Centre operations within a financial services environment. This role involves managing the Record Management and Digital Services teams, leading the day-to-day activities of the real-time management team, and streamlining workforce management processes.
Key Responsibilities:
• Leading a team to optimise staffing levels and resource allocation based on real-time demand forecasts and operational metrics.
• Continuously evaluating and refining real-time processes and procedures to enhance operational effectiveness and efficiency.
• Collaborating with other departments to drive coordinated efforts to improve Contact Centre performance.
• Monitoring Contact Centre performance in real-time, identifying trends, anomalies, and areas for improvement, to deliver to SLAs.
• Generating reporting and dashboards to communicate performance metrics, trends, and insights to key stakeholders.
• Ensuring compliance with all relevant regulatory requirements and internal policies governing contact centre operations.
• Providing leadership and guidance to all teams, including performance management, coaching, and development.
What We Offer:
• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Personal and career development opportunities to progress your aspirations within the company and through our global parent company (Tata Consultancy Services)
• Access to Perks at Work, an online discounted shopping platform, saving you money on a wide range of goods and services
• Cycle to Work Scheme and Interest-free Season Ticket loans
• A company-wide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental, physical, and financial wellbeing
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave, and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service'), and Group Income Protection