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THE COMPANY

Working within a growing contact centre the operations Manager would play a key role in planning, implementing and operating an illustrious contract within their contact centres. Managing a busy correspondence complaints department with strict service levels you would need to be able to manage the daily workload of the department alongside the Team Leaders.

THE ROLE

• Managing the day to day operations within the department

• Communicating with client contacts on an operational and strategic level

• Continuous project planning and analysis as well as performance improvement

• Reporting adherence to service levels back to the client on a regular basis as per contractual agreements

• HR planning (forecasting, planning, recruiting, shift planning, training, documentation of all administrative data

• Monitoring and analysing key performance indicators ensuring external and internal targets are met.

• Providing pro-active feedback for clients regarding potential process

• Improvements and changes in customer behaviour

KNOWLEDGE AND EXPERIENCE

• Must have a high degree of experience within both the Airline and contact centre industries

• Previous client management experience is essential

• Strong communications skills with the ability to clearly and effective communicate change throughout the contact centre

• Experience of analysing processes and implementing process change

• A second European language would be an advantage

To register your interest in this highly exciting and challenging Sales Team Leader opportunity please forward your current CV detailing existing remuneration package by email to heather@callcentreassociates.co.uk or by telephone on 0208 514 9095 candidates with suitable experience will be contacted shortly after.