Are you an experienced leader with a background in managing teams within a sales-oriented contact center environment? Do you have a passion for cultivating high-performing teams and achieving outstanding results through exceptional customer experiences? If so, we have an exciting opportunity for you!
If the above sounds like you read on! If you are not, then check out our other jobs – we are also looking for people in other Customer Contact positions!
Job Summary
As an Operations Manager, you will be responsible for overseeing the day-to-day operations of a dynamic team. Your role will focus on ensuring the achievement of balanced scorecard objectives, optimising sales performance, enhancing department engagement, and upholding our client's commitment to delivering exceptional customer service.
Your role
Your primary focus will be coaching and supporting your team to drive sales performance through effective behaviors and meaningful conversations. Your coaching approach, rooted in proven models like SMART or GROW, will be crucial in achieving success. You will lead the way in shaping the culture, pace, and tone of the environment. Rather than just managing people through tasks and targets, you will mentor and guide future leaders, fostering a collaborative and professional atmosphere. Approximately 30% of your role will involve driving change, presenting innovative solutions, and optimising departmental practices. Building a strong internal network, characterized by your personable, professional, and collaborative approach, will be key to your success in this aspect.
About you
We're keen to speak with senior operational leaders with strong experience in leading teams of Team Leaders with a high level of working in sales contact centre environments - if any of this needs explaining this is probably not the role for you.
Some bullet points about you:
-
3 years in an operational management role
-
Proven experience in achieving sales targets and familiarity with contact center KPIs
-
Deep understanding of the requirements for exceptional customer journeys
-
Excellent experience in engaging and managing stakeholders effectively
-
The ability to plan strategically, developing operational roadmaps to drive results
-
Strong leadership skills with exceptional communication abilities
How to Apply?
If all of this sounds like you then click on the apply button or if you want to learn more before that then contact