JOB TITLE: Customer Operations Manager (Contact Centre)


Industry : Commercial & Finance Job Location : Sheffield
Job Reference : 8369 Job Category : Call Centre and Customer Service
Employment Type : Permanent Posted : 02/04/2012
 
Salary & Benefits : £40000 - £45000 per annum + industry leading package
 
Experience Required : See Job Description
 
Education Required : See Job Description



Please note you must be permitted to work in the EC to apply for this job.

Job Summary

We are looking for an experienced Customer Operations Manager to work in the contact centre of our multi-national client based in Sheffield. The ideal candidate will be an experienced 2nd level leader with a proven track record of leading a tier of management to influence and improve front line staff performance, improve the customer experience and push the company onwards compared to the competition. Working hours 8am to 6pm Monday to Friday.


Job Description

We are looking for an experienced Customer Operations Manager to work in the contact centre of our multi-national client based in Sheffield. The ideal candidate will be an experienced 2nd level leader with a proven track record of leading a tier of management to influence and improve front line staff performance, improve the customer experience and push the company onwards compared to the competition.
Working hours 8am to 6pm Monday to Friday.
This is maternity cover for a minimum of 6 months with a strong possibility of extension.
Salary will be 40k-45k depending on experience.

Responsibilities

* Responsible for the day to day customer care activities within the Centre leading multiple teams towards achieving quantitative and qualitative performance targets Implements and manages the agreed customer care strategy for the Centre.
* Provides leadership and direction to multiple teams through direct reports.
* Anticipates trends and developments in the external environment and recommends innovative and creative solutions to customer management issues to the Head of Centre.
* Identifies and pursues opportunities to maximise customer value and revenue generation through promoting a proactive approach to cross-selling and up-selling.
* Makes effective use of budget and other available resources.
* Identifies customer impacting issues and challenges in existing working practices, recommending new or revised best practice processes or solutions to the business

Experience

* Significant experience of leading and developing multiple teams
* Substantial experience working in customer-focused, target driven environment
* Good understanding of financial and budgetary controls
* Strong coaching and leadership skills
* Excellent relationship management and influencing skills across the business
* Strong decision making skills
* Ability to implement change

Bluefire Consulting is an employment business acting on behalf of a client company.


Job Keywords

"customer service" "manager" "operations manager" "call centre manager"



Bluefire Consulting is an equal opportunities Employment Business/Agency specialising in Call Centre and Customer Service recruitment on a UK wide basis.

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