AddressCustomer Service/Support
Job Advert
If you’re looking for your next challenge and opportunity to grow your career then join our team as an Operations Manager on an exciting campaign in our Larbert office.
This opportunity is ideal for a highly responsible individual with exceptional organisational and project management skills. We want a multi-tasker with the ability to juggle priorities without losing focus.
Apart from identifying issues, before they become problems, you’ll also need to be a confident decision maker and solution finder, while a critical eye for detail and strategic way of thinking will get you far in this role.
What we require from you
- Delivering annual contact centre and customer experience objectives ensuring it is aligned to our client’s strategy and risk appetite
- Managing and supporting the delivery of the contact centre’s operational service strategy
- Leading, developing and motivating Team Managers to encourage agents to deliver a best in class service across all stages of the customer journey
- Providing strong, visible leadership to help deliver a positive, open culture where high quality colleagues can deliver to their full potential
- Effectively managing and developing the performance, talent and future capability of all direct reports and wider team
- Being accountable for delivering contact centre processes in line with conduct/regulatory risk standards and within Operations risk appetite
- Operating within the customer service risk and control framework, effectively monitoring key risks, escalated issues and identifying common trends
- Driving fair outcomes for the customer, embedding these principles in all contact centre processes and policy
- Taking prompt action to mitigate issues identified through outcome testing measures
- Working with the business to deliver new products, changes or initiatives impacting customer service
- Ensuring the contact centre has appropriate levels of multi-skilled resource at all times, coordinating staff recruitment and training
- Designing and delivering reward and incentive schemes aligned to fair customer outcomes
- Owning first line operational risks and controls
- Developing strong working relationships with key internal and external stakeholders, to achieve business objectives
What you’ll need
- Proven leader and relationship manager experience across teams and in a matrix management organisation
- Detailed understanding and experience of contact centre management
- Strong relationship and stakeholder management skills at a senior management and executive levels
- Project management skills in complex multi-functional projects
- Strong influencing, negotiating and networking skills
- Excellent management and interpersonal skills
- Analytical and conceptual ability to understand customer attitudes and motivations, and to translate this into directional recommendations for business strategy
After applying, you will be sent a link to complete a quick online chat-based interview. Take this opportunity to advance your career with our collaborative team of game-changers.
