Contact Centre Operations Manager – Croydon – 14 Month FTC

Benefits: Private healthcare, Pension, Life Assurance, 22/25 days holiday, discounted gym membership

Our Client is a market leading Global Communications provider at the forefront of Technology. They excel in providing innovative solutions and groundbreaking technologies to connect people across the world. Reporting into the Director of Operations you would be responsible for the day to day service delivery within a European Operations Centre. You will lead, support, motivate and inspire your managers to achieve business, department and individual objectives and deliver exceptional Quality of Service. Supporting the Operational Strategy to exceed customer expectations by delivering an exceptional quality service first-time, every-time. You will do this by ensuring you have the right people at the right place with the right skill; building and implementing processes that assure a consistent quality output and delighting the customer at every opportunity.

Essential functions of the role:

•Responsible for the over-all delivery of Operational services spanning inbound/outbound phones, email as well as other social media communication methods
•To provide leadership and direction for your team, specifically your direct reports as well as ensuring all performance management processes, policies and development plans are completed and maintained across the department
•Motivate, lead and inspire your teams to achieve business excellence and subsequently ensure staff are empowered and encouraged to make decisions to deliver personal, department and business success
•Drive a one team, one goal ethic across Operations, ensuring customer focus is at the heart of service delivery
•Responsible for departmental performance measures, SLA’s and KPI’s, taking appropriate action to ensure consistent and continued adherence to target, implementing associated mitigation and service improvement plans where applicable.
•Overall responsibility for setting targets in line with business
•Build and maintain effective internal relationships with the Senior Management Team, Operations Management, Support functions, including Stakeholders and Sales.
•Represent EMEA (face to face and via audio/visual conferencing) to Sales & Customers (As required)
•Work with the Director of Operations and Internal Stakeholders to strategically develop Service Delivery to deliver excellence and directly help with the growth and retention of customers
•Own and be responsible for the continuous improvement of procedures and processed
•Engage and collaborate with your teams regularly to build and strengthen relationships as well as to drive improvements
•Over-sight of all reports to ensure operational requirements are met and content evolves as necessary
•Over-sight and overall performance management of outsourced functions to ensure exceptional customer service is delivered and service is seamless.
•Act as an escalation point for any issues bought to your attention.
•Provide on-call cover at times via company provided mobile and make well-reasoned decisions if level of service to a customer or the resilience of the operation is at risk

Skills and experience required:-

•Comprehensive knowledge of current trends and operations in Service Delivery/CRM industries
•Organisational management practices as applied to the analysis and evaluation of operational needs
•Extensive experience of servicing Blue Chip clients in a B2B environment
•An experienced strategic thinking leader
•Results orientated, creative and “out of the box” thinker
•Excellent interpersonal and leadership skills, including conflict resolution, customer service and ability to motivate self and others
•Strong analytical skills –able to define problems, collect data and draw conclusions
•Ability to take ownership of client problems and see through to resolution
•Initiative with the ability to work independently
•Strong organisational and time management skills.
•Strong project management skills.
•Used to working with, and have a good understanding of Metrics and Databases.
•Ability to deal directly with customers and customer issues to ensure customer satisfaction.
•A willingness to work with Sales ensuring that Service Delivery standards are maintained and improved where applicable.
•Excellent leadership skills and the ability to direct, drive and motivate teams and gain buy-in on any decisions taken and changes made to meet the needs of the business.

This position requires flexibility, the Operational Service Centre is open Monday to Friday between the hours or 6.30 am and 8.00 pm. If you have a true passion for Customer Experience and Service Delivery with a strong Senior Leadership experience within Contact Centres forward your CV to us. Alternatively, contact Karen Pollard for a confidential discussion.