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Operations Manager

A new role has been developed through continuous growth of our client. With further plans to expand their contact centre our client is now in a position to employ an Operations Manager.

  • Location: Rotherham
  • Salary: "£35,000 - £40,000 per annum
  • Contract Type: Permanent
  • Closing: 15 July 2020
  • Ref: 905270

THE ROLE

  • Operations Manager
  • Retentions
  • Contact Centre
  • £35,000 - £40,000

RESPONSIBILITIES

  • Overseeing the creation and maintenance of all customer policy documentation
  • Planning, delivering and training a full team to ensure compliance of the business
  • Providing full compliance policies and delivering success through training
  • Analysis changes within the operation model to fall in line with business proposals
  • Understand the retention of customers and impact this department will have on the rest of the business
  • Outline MI reporting and KPI’s
  • Be accountable and responsible for all your Team Leaders to deliver customer interactions and customer experience
  • Regularly review existing procedures with a view to make positive amendments where required
  • You will also be responsible for the Forecasting & Capacity work within the team and will provide leadership, guidance and development whilst working towards agreed objectives.

CANDIDATE EXPECTATIONS

  • Contact Centre Experience required
  • Telecoms or Utilities experience is essential
  • Understanding of policies and procedures within a contact centre
  • Ability to implement a business model
  • Previous experience working within a retentions team would be a distinct advantage
  • High level of management experience within an operational role

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