Operations Manager (Contact Centre)

We are sourcing a Contact Centre 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 experience.

What we are looking:

• Proven experience in Contact Centre Operations Management or in a similar leadership role within a customer experience 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.
• Work with stakeholders to own and manage performance of all service queues.
• Create business insight form KPIs, and targets to measure business care/ service performance
• Lead on all projects to transform customer experience 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 Operations Manager, please apply now Matt@cactussearch.co.uk