Job Description
Company
We’re delighted to be supporting our client, a fast paced, customer focused contact centre, as they look to recruit an experienced Operations Manager to lead their Customer Service function. This role is ideal for a hands on leader who thrives in a dynamic environment and knows how to get the best from people.
Role
* Lead day to day customer service operations to hit service, quality, and productivity targets
* Coach and develop Team Leaders and frontline teams
* Use real time and historical data to drive performance and improve customer outcomes
* Build a positive, high performing team culture
* Work closely with Quality, Training, Workforce Planning, and HR
* Support continuous improvement initiatives and operational change
* Provide clear reporting and escalations to senior leadership
Experience
What We’re Looking For
* Strong leadership experience within a contact centre
* Proven track record managing teams of 30+ people
* Excellent coaching, communication, and people development skills
* Confident working with data and operational performance metrics
* Calm, decisive, and able to lead effectively under pressure
* Customer focused mindset with a drive for results and continuous improvement
Desirable Experience
* Managing Team Leaders
* Knowledge of WFM and scheduling tools
* Experience delivering change or operational transformation
* Familiarity with CRM and contact centre systems