Operations Manager

Overview

About the Role

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.

Responsibilities

• 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

What We're Looking For

• Strong leadership experience wi...