£35-40k + Bonus + Benefits
Due to an exciting period of growth and expansion, our Call Centre is looking for an Operations Manager to lead the Customer Services division.
Our Customer Services team assist our customers with a range of queries, from amendments to booking details to resolving issues during their holiday. The team are responsible for ensuring that customers have the best experience possible throughout their holiday.
This newly-created Operations Manager role will be responsible for leading the Team Managers, ensuring that the teams are delivering a fantastic service in line with service targets and creating a fun and inspiring working environment for the team to thrive in. Key accountabilities will include:
Delivery of team and departmental key performance indicators and service levels – ensuring a high customer culture at all times
Management of team performance, retention and recruitment of new team members
Constantly reviewing and suggesting improvements to the customer journey to improve the experience for customers and to drive profitability and growth
Leading and mentoring Team Managers to assist them in driving performance within their teams
Ensuring compliance to regulatory obligations (e.g. FCA) at all times
The successful candidate will have a strong track record in Call Centre management and delivery of results.
Essential skills and experience
Previous Customer Experience Management
Proven track record in motivating teams and delivering results of SLAs consistently
Strong communication and analytical skills
Ability to identify problems and inefficiencies and to conceive and push through improvements
Beneficial skills and experience
Knowledge of HR policies and practices
Project management skills/ qualification
Working with Net Promoter Score (NPS)
Experience of managing Team Managers
Working with Customer Insight teams
The successful candidate will be a results-driven, motivated individual with an excellent eye for detail and a strong team ethic. Analytical skills and good decision making ability is essential, as is a willingness to take on responsibility.
A good eye for detail is essential, as are strong organisational skills and a calm, flexible and reliable approach.
Previous Call Centre management experience
Proven track record in driving results
Change management skills
Proven track record in motivating a team
Excellent time management skills
Ability to recognise problems and areas for improvements
Strong communication skills
Strong analytical skills
Previous Customer Experience management.
Knowledge of HR policies, practises and procedures
Project management skills
Working with NPS
Working in a Customer led environment
Managing Team Managers
Working with Customer Insight teams.
To apply for this job email your details to email@example.com