Job Title: Contact Centre Operations Manager
Salary £40k to £50k
An exciting new position has become available for Contact Centre Operations Manager for a retail ecommerce led company. You will have 2 direct reports, manage the contact centre operation and report into the Customer Service Director.
This role will focus on helping to plan and implement the Contact Centre strategies and operations, improving systems and processes along with leading, managing and motivating experienced staff.
• Maintaining and improving Contact Centre operations and monitoring systems and performance within this sales and service provider
• Managing a small outsource provider
• Preparing Contact Centre reports looking at data and trends along with tracking emerging trends
• Regular meetings with internal and external stakeholders
• Working with the departments KPI’s and SLA’s
• Ensuring the development, training and coaching of Team Managers and the team
• Maintain recruitment and attrition of the team
I am looking for someone that has previous experience in managing the Contact Centre operations within a multi-channel function. They are looking for someone that can drive progression and support “best in class” as well as someone that has experience in enhancing on process and procedures and systems.
To apply for this position please forward a copy of your CV to: email@example.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.
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Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.
Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.