Operations Manager
As the Operations Manager, you will hold a critical role in the call centre, overseeing complaints. Your responsibilities will span various areas: developing operational policies, analysing performance data, managing the complaints and improving processes.Location ?? North Staffordshire/South CheshireResponsibilities:
* ?? Collaborate with stakeholders and clients to enhance organisational processes, focusing on quality, productivity, and efficiency.
* ?? Ensure compliance with FCA and TCF regulations.
* ?? Lead and motivate the team by setting clear performance expectations.
* ?? Regularly review individual and team progress and take proactive measures to address performance gaps.
* ?? Manage client relationships at an operational level, coordinating information requests and timely delivery.
* �? Explore ways to improve claim handling quality and processes, aiming to boost customer experience and NPS scores.
* �? Plan, execute, and communicate contact centre strategies and campaign performance aligned with broader business needs.
* ?? Own the feedback process and analyse data to drive improvements.
* ?? Uphold our data protection and information security policies and procedures.
* ??? Foster open and honest two-way communication, ensuring key messages are disseminated.
Requirements:
1. �? Relevant experience in a similar position in a contact centre environmen...