Contact Center Operations Manager

Job description:

A fantastic opportunity has arisen for an experienced Contact Centre Operations Manager to join our growing business. We are looking for an Operations Manager, that can lead and empower their teams to ensure they are operating at their full potential through delivering coaching and mentoring. We need an analytical mindset with someone who can interpret contact centre data, identify key trends and drive initiatives for change and improvement.

This is a great opportunity for someone who wants to be able to make a real difference and be part of the senior management team in a growing BPO.

Who we are

We at Interact are committed to changing the way people view the contact centre industry through offering a nice place to work, with a fun and nurturing environment, where we encourage learning, development as well as progression.

We pride ourselves on being a friendly company whilst providing a high-quality service for some of the world's biggest and most recognisable brands. Our founders and senior managers have spent a combined 250 years working in the contact centre industry. It has led us to establish a set of principles to ensure maximum value for our customers and at the same time creating a working environment where everybody has the opportunity to flourish.

The Job

This role will carry responsibility for the day-to-day management and motivation of Acquisition, Retention and Customer Services teams. This opportunity has fantastic career prospects for the right person to make their mark and bring their career forward as we continue to grow.

Responsibilities

1) Create and drive processes to ensure highest standards against quality and performance KPIs

2) Lead, manage and empower a group of Team Managers working across different clients and channels.

3) Continuously monitor MI to ensure you are on course to perform against plan and ensure any changes made are understood and managed effectively.

4) Ensure operational SLA's are consistently maintained across multiple processes to drive a strong performance culture.

5) To be successful in this role you will need to display the following:

• Contact Centre Management Experience, ideally within a BPO environment and on multiple clients
• Experience of leading a project against set target objectives including but not limited to client KPIs, quality, C-sat, financial and operational targets.
• Ensure forecasts and work schedules are accurately completed using relevant client information.
• Sound decision making ability to action commercial decisions affecting P&L.
• Leading, coaching and developing large teams to ensure an increase in individual performance.
• Operational and change management skills and experience.
• A good understanding of process improvement that can improve service, quality and efficiency.
• Undertaking regular performance reviews, including preparation and analysis of data as part of the review.
• Application of processes of continuous review and proactive management of absenteeism and attrition across the teams taking appropriate action when necessary.

What we offer

A great working environment where you are allowed to shine and make a difference. An opportunity to work for an exciting and innovative company with great career prospects working for one or several international household brands. Full time role - Mon-Fri. Competitive salary/benefits.

If you would like to work with us, start by sending us your CV and please include a covering letter letting us know why you are interested in this role, salary expectations and how it fits in with your long-term ambitions.

Contract length: Full Time Perm

Expected start date: ASAP

Interact is proud to be an equal opportunity employer