As a Senior Operations Manager (Contact Centre) in Walsall, you will lead the day-to-day delivery of customer service operations within a B2B & B2C environment. You will keep activity organised and focused, helping the customer service function run smoothly and meet business needs.

Client Details

Our client is a market leading business service provider within the retail / automotive sector. They are now looking for a Senior Operations Manager within their large scale, multi-functional Contact Centre

Description

• Lead the daily running of the contact centre to maintain reliable customer service delivery.
• Oversee operational activity across the customer service department and keep priorities clear.
• Manage service performance and address operational issues to maintain consistent standards.
• Coordinate workloads and resources to help the contact centre meet customer demand.
• Review operational results and use findings to improve day-to-day service delivery.
• Work with internal teams to resolve issues that affect customer service operations.
• Maintain clear processes and routines that support efficient contact centre activity.
• Work cross functionally with suppliers and 3rd parties to achieve the right outcomes for customers

Profile

A successful Senior Operations Manager (Contact Centre)' should have:

• Experience managing contact centre operations and customer service activity.
• Strong operational management skills, with the ability to organise competing priorities.
• Experience monitoring service performance and acting on operational findings.
• The ability to manage workloads and resources in a busy customer service setting.
• Desirable - Automotive sector experience

Job Offer

• Permanent Senior Operations Manager (Contact Centre) position in Walsall - (Fully on-site)
• Salary of £65,000 to £70,000 dependent on the level of experience.
• Modern Contact Centre Environment
• Opportunity to grow and develop