VANRATH is working with a well established, purpose-driven organisation on the appointment of an Operations Manager (Contact Centre). This is a senior operational leadership role overseeing the delivery of technology enabled services across two busy centres, leading a sizeable team through their team leaders.
Reporting to the Head of Service, you will take ownership of day to day service delivery, keeping performance, quality and customer standards high while developing the team and driving continuous improvement. The role spans both a monitoring service and a customer service centre, so it will suit an experienced operations or contact centre leader who can hold standards across more than one function.
- Permanent, full time
- East Belfast
- Salary £49,000 to £57,000, depending on experience
- Flexibility around working hours open for discussion
The Role
Key responsibilities include:
- Oversee the day to day management of the service delivery teams across both centres
- Provide leadership and support to team leaders across calls response, installation and customer service
- Review key activity levels and performance against service levels regularly
- Keep policies, procedures and processes under review so services meet customer needs and required standards
- Ensure compliance with all regulatory, statutory and contractual requirements
- Oversee the investigation and resolution of customer complaints, putting corrective actions in place
- Lead recruitment, appraisals, training and development across the team
- Handle employee relations matters, including disciplinary and grievance
- Keep the business continuity plan current to protect service delivery
- Deputise for the Head of Service as required
The Ideal Candidate
- Proven operational leadership experience (5+ years), ideally within a contact centre, customer service or service delivery environment
- Track record of leading sizeable teams through team leaders
- Strong understanding of service standards, KPIs and continuous improvement
- Confident handling employee relations, recruitment and performance management
- Knowledge of regulatory and contractual compliance in a service setting
- Excellent communicator, customer focused and commercially aware
What is on Offer
- Senior leadership role across two established service centres
- Modern offices
- Health cash plan, strong holidays and flexibility
- Genuine scope to shape and improve the operation
Skills:Operations Manager Contact Centre Manager Service Delivery Manager Customer Service Manager Call Centre Manager Operations Management Contact Centre Operations
Benefits:Fantastic Benefits Package
WHJS1_NI
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