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Contact Centre Operations Manager

Location: NEWCASTLE UPON TYNE, TYNE AND WEAR Salary: 35000 - 50000 GBP Per Annum
Sector: Business Support Job Type: Permanent
Shift Type: DAYS ONLY Applications: N/A
Posted: 3 months ago Reference: 3046855
REED are recruiting for an exciting managerial position for our client, a leading contact centre in the North East. We are looking for a Contact Centre Operations Manager who will report in to the Head of Contact Centre. This well-established company with a modern and dynamic office environment are offering a generous salary and a fantastic package!

This job role is a full-time and permanent position and the salary offered will be between £35,000 and £45,000 with the option of a company car or a £5,000 car allowance. 

The aim of this role is to:

- Implement the operational strategy to achieve high standards of customer service
- Lead, manage and motivate 
- Implement HR policies and procedures
- Oversee the commercial strategy

Duties will include:

- Measuring and reporting outcomes
- Identifying opportunities to improve the service to customers
- Budget management
- Being responsible for all aspects of the running of the inbound sales department
- Identifying key trends and variances within management information (MI)
- Achieving daily KPIs
- Managing the operational performance of individuals
- Developing best practice techniques and methods
- Maximising the performance of the teams in a constantly changing environment
- Creating plans to accomplish short and long term goals

Person Specification:

To be successful you must;

- Have strong people engagement and leadership skills
- Be adaptable to change
- Have a desire to succeed with a high level of ambition
- Have the ability to coach other managers
- Be customer focused
- Be results orientated with the ability to hit KPIs

If you are looking for a permanent and full-time Operational Manager/Customer Delivery Manager role, then please send your CV in today!!




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