• Contact Centre Operations Manager

      • Benefits: Pension - Benefits
      • Closing date: None
      • Location: Norwich, Norfolk, England
      • Internal job ref: 23042019162950
      • Status: Full Time

      Contact Centre Operations Manager required for busy Contact Centre based in Norwich. Contact Centre Operations Manager required to manage the operations within the contact centre, oversee our telecan teams, the admin team and managing the Quality and Compliance Manager ensuring effective management of recruitment, retention, moral and motivation.

      Who We Are:

      One of the major home improvement companies in the UK. We have a quality ethos and want every customer to enjoy the experience of making home improvements with us, from conception to completion.

      The |Role:

      • Manage the performance and development of your team to support and help achieve their targets and goals
      • Consistently meeting and exceeding customer service by driving forward call quality standards
      • Supporting Head of Call Centre to achieve all business objectives
      • Effective resource planning
      • Managing teams including 1-2-1 performance reviews - absence management
      • Participate into training and coaching content and methods

      What We Need:

      • Substantial hands on experience within a supervisory level successfully leading, motivating and developing a team within a call centre or similar environment
      • Proven experience of managing performance and development of a large team
      • Ability to multi task and prioritise workload in a fast paced environment
      • Team player with great communication skills
      • Able to work on own initiative
      • Ideally with a persuasive and inclusive management style
      • Highly motivated and capable of working towards targets
      • Occasional UK travel with overnight stays to multiple sites

      What We Offer:

      • Excellent package to attract the best
      • Staff benefits and discounts
      • Pension

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