Contact Centre Operations Manager - 6 Month FTC

Contact Centre Operations Manager
Leading UK Brand
6 Months FTC (could be longer)
£60,000
Immediate start required
Burton-on-trent 2/3 days per weekClient Details

Our Client is an industry leading business in the retail / FMCG & Hospitality sector. Following a period of transformation, they are looking for a Contact Centre Operations Manager to join them at their Offices in Burton-on-Trent

Description

Manage the day-to-day operation of the contact centre to maintain a reliable customer service.
Create implement and embed new processes that align with business needs and improve operations efficiency
Undertake a full review of current SOP's and make improvements where deemed necessary
Create process workflows to support the internal team and wider business
Work Cross functionally with key departments to ensure the team deliver a consistent service
Review contact centre performance and use findings to improve service delivery.
Work with Customer Service colleagues to maintain clear processes for handling customer queries.
Coordinate resources across the contact centre to support consistent service levels.
Resolve operational escalations and ensure customer issues are handled appropriately..Profile

Experience leading a contact centre or complex operation
Strong process mapping experience
Ability to motivate and inspire a team
Extensive stakeholder management across all levelsJob Offer

6 Months FTC (could be longer)
Salary of £57,000 to £60,000, dependent on the level of experience.
Immediate start required
Burton-on-Trent 50% of time - 2 / 3 days per week