Full job descriptionAs a Senior Operations Manager (Contact Centre) in Walsall, you will lead the day-to-day delivery of customer service operations within a B2B & B2C environment. You will keep activity organised and focused, helping the customer service function run smoothly and meet business needs.
Client Details
Our client is a market leading business service provider within the retail / automotive sector. They are now looking for a Senior Operations Manager within their large scale, multi-functional Contact Centre
Description
*Lead the daily running of the contact centre to maintain reliable customer service delivery.
*Oversee operational activity across the customer service department and keep priorities clear.
*Manage service performance and address operational issues to maintain consistent standards.
*Coordinate workloads and resources to help the contact centre meet customer demand.
*Review operational results and use findings to improve day-to-day service delivery.
*Work with internal teams to resolve issues that affect customer service operations.
*Maintain clear processes and routines that support efficient contact centre activity.
*Work cross functionally with suppliers and 3rd parties to achieve the right outcomes for customers
Profile
A successful Senior Operations Manager (Contact Centre)’ should have:
*Experience managing contact centre operations and customer service activity.
*Strong operational management skills, with the ability to organise competing priorities.
*Experience monitoring service performance and acting on operational findings.
*The ability to manage workloads and resources in a busy customer service setting.
*Desirable - Automotive sector experience
Job Offer
*Permanent Senior Operations Manager (Contact Centre) position in Walsall - (Fully on-site)
*Salary of £65,000 to £70,000 dependent on the level of experience.
*Modern Contact Centre Environment
*Opportunity to grow and develop