Contact Centre Operations Manager

Job Type:
Industry Sector:
Customer Services Jobs
Industry Sub Sector:
£30, 000 - £39, 999
East Midlands
Executive Careers Ltd
Job Ref:

We value everyone who works with us and do all we can to create an environment where mutual respect, trust, collaboration and a shared sense of purpose drives all that we do. We strive for our people to feel valued and to have fun at work.

Role summary, to manage customer service and performance within the German Contact Centre aligning outcomes to meet the operational goals and the strategic objectives of Customer Care strategy.
Create a 'customer driven' culture of continual improvement providing a challenging and rewarding environment in which employees develop, take ownership and become empowered to contribute to meeting business goals.

Improve customer service by managing people, establishing and communicating service metrics; monitoring and analysing results and implementing changes.
The role will include but is not limited to:


• Motivate and inspire direct reports to lead their teams to success conducting regular coaching and mentoring session to ensure the highest level of performance
• Lead and become a cultural advocate for initiatives to increase employee engagement
• Work closely with HR on all aspects of people management including absence management and attrition.
• Carry out performance management and disciplinary meetings where appropriate


• Report to the Contact Centre Manager to ensure achievement of service levels and consistency in communication and operational processes and procedures across the Contact Centre Non Voice/ German Voice
• Analyse, interpret and report on all Customer Service (Non Voice/ Voice) operational performance areas
• Manage and improve internal quality and customer satisfaction performance measures. Calibrate quality reviews with the Rest Of Europe Contact Centre
• Liaise with key internal stakeholders to mitigate against impact of issues outside of business as usual
• Resolve and drive measures to reduce complex or contentious/complaint issues, acting as the escalation point for the Non Voice/ German Voice teams

Key Attributes:

• A minimum of three years’ experience in Contact Centre leadership role where individually and solely accountability for meeting SLA’s and Quality was a part of the role.
• Evidence of delivering and maintaining Contact Centre or service delivery commercial SLA and KPI performance measures
• Excellent communications skills and experience of working in a multilingual environment
• Good numerical skills with experience of managing multiple initiatives to completion
• Strong organisational capacity with a tried and tested system for diary management, completing actions and monitoring other's completed actions.
• A track record of building personalised relationships with customers.
• Experience of CSAT and management in a multi-channel Contact Centre environment would be advantageous
• Fluent in German written and verbal preferable.

Contact Details:
Executive Careers Ltd
Tel: 01252 377177
Contact: Harvey Hills

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