Senior Operations Manager

Senior Operations Manager to oversee the operations and performance of the contact centre team. The successful candidate will have strong leadership skills, be strategic in future planning and training for the team and growth of the business and have the ability to deliver exceptional customer experiences.

Overseeing a multi lingual team, You will be Fluent French speaking, this is really essential for this role.

We want to grow further, you will support all members of the team to ensure they have the relevant knowledge and skills to be successful in the role and handle any escalated queries.

What we are looking:

• Proven experience in Contact Centre Operations Management or in a similar leadership role within a customer service/ care environment.
• Excellent leadership and people management skills, with the ability to motivate and develop
• a high-performing team.
• Strong understanding of contact centre operations, technologies, and best practices.
• Responsibility for the care/ service performance delivered to all sides of the business for the European markets through internal & outsourced teams
• Work with global stakeholders to own and manage performance of all European service queues.
• Create business insights, KPIs, and targets to measure business care/ service performance
• Lead on all projects to transform care/ service performance across a wide range of KPIs, CSAT AHT.
• Customer-focused mindset, with a deep understanding of the importance of delivering exceptional customer experiences.
• Proven track record in meeting or exceeding care performance targets and driving continuous improvement.
• Strategic thinking and problem-solving abilities, with the capacity to identify and address complex operational challenges.
• Knowledge of the motor industry and car retail operations is beneficial.

If you think that you could be a successful Snr Operations Manager, please apply now matt@cactussearch.co.uk