Customer Service Operations Manager
- Gloucestershire, South West
- Posted 21st June 2018
- £35000 - £45000 per Annum + Competitive Benefits, Bonus and Car
- Ref: 654892
They are looking for a driven individual who is experienced at delivering exceptional customer service performance, where the customer is always at the forefront of decision making.
Your responsibilities will include:
*Developing and implementing the operational service delivery strategy plans for the service centre with adequate review timescales.
*Create a service culture through continuous improvement driving efficiency and quality.
*Lead and empower the contact centre management team to ensure they are operating at their full potential though delivering coaching and mentoring.
*Drive the process improvement agenda to ensure improvements to service and quality.
*Continuously monitor MI to ensure you are on course to outperform against strategic plan and ensure any changes are made are understood and managed effectively.
*Ensure operational SLA's are consistently maintained across multiple processes to drive a strong service culture.
Essentially you will be able to demonstrate experience in
*Contact Centre Management within an operational area at a senior level.
*Being a strong leader who can clearly communicate a vision, providing direction and motivating others.
*Leading, coaching and developing people to ensure an increase in individual performance.
*Driving innovation at all levels that creates an environment of idea generation to improve the operation.
*Being a team player, who works with others to accomplish objectives and deliver a positive result while developing and maintaining open, honest and constructive relationships.
*Operational and Change management skills and experience.
*A good understanding of process improvement that can improve service, quality and efficiency.
Business focused individual who ensures activities are organised to deliver best value and promotes an environment where excellent customer service is a priority and improved quality of performance for customers is constantly sought
Experience in managing a contact centre collections operations is preferable.
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