Contact Centre Operations Manager

Vacancy posted: Friday, 23 September 2016

Salary: To 32K + Bonus + Benefits
Location: Glasgow

Job ref. no.: HH/CCOM/1618

Our client is instantly recognised as one of Scotland’s leading customer management outsourcers, with a wide-ranging client portfolio who recognise their capability and strength in delivering exceptional sales & customer service solutions.

Due to a high increase in client activity and demand, they are looking to attract a talented contact centre operations manager to assume responsibility for the following core duties:

  • Delivery of all performance metrics
  • Effective management & development of team managers
  • Delivery of exceptional customer service & sales through service effectiveness
  • Achieve all set operational KPI’s within the campaign SLA
  • Ensure internal revenue budget targets and revenue growth targets are exceeded
  • Regularly analyse and report on financial performance
  • Manage the client relationship on a day-to-day basis
  • Develop strategic plans to minimise attrition and absence
  • Analyse operational effectiveness to identify areas for improvement
  • Achieve complete team engagement via a positive and motivational leadership style

The successful applicant will likely possess the following skills, experience and personal attributes:

  • A successful track record of contact centre operational management
  • Excellent leadership skills and style
  • Highly competent in delivering and reporting on performance metrics
  • Strong operational analysis skills
  • Excellent client relationship management skills
  • Commercially astute
  • Thorough understanding of resource optimisation and delivery
  • Ideally possessing strategic planning experience
  • Strong work ethic, highly energetic and positive at all times
  • An inert ability to remain calm under pressure

This is an excellent opportunity to join a dynamic and growing organisation and CV’s should be emailed in the first instance to:

Tony Hamilton – Managing Director – Hamilton Hunter Ltd

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Contact Name Tony Hamilton
Telephone 07445 475 768

About Hamilton Hunter

Hamilton Hunter is recognised as a specialist recruitment consultancy, combining the latest Search & Selection techniques, Contingency Search and Global Business Networking to deliver a highly effective and powerful candidate attraction solution.


We recruit executive, managerial and specialist staff across a range of disciplines, primarily across the whole of the UK and we see our role as bringing together exceptional talent, by not only utilising our Search & Selection experience but by knowledge sharing, educating, networking and connecting people in a way that will positively impact all involved in the process.


Our client base is primarily corporate by nature and spans many sectors including: Insurance, Digital, Financial Services, Retail, Outsourcing, IT and Telecommunications.


Whilst every company strives for the best mission & vision statements, ours are one and the same “to find the right people for our clients every single day”.


Welcome to Hamilton Hunter.


Tony Hamilton
Managing Director

View all jobs with Hamilton Hunter

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