Contact Centre Operations ManagerVacancy posted: Friday, 23 September 2016
Salary: To £32K + Bonus + Benefits
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
|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 Ã¢â¬Åto find the right people for our clients every single dayÃ¢â¬.
Welcome to Hamilton Hunter.
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