Operations Manager - Contact Centre

Blue Arrow Derby is proud to be working in partnership with a manufacturing company and they are looking to recruit an experienced Operations Manager to join their Contact Centre on a full-time permanent basis.

Hours: Mon - Sun - 39.5 hours per week - on a rota basis

• 8:00am - 6:00pm (Monday to Friday)
• 8am - 3pm (Saturdays)
• 8am -12pm (Sundays)

What duties would you be doing within the Operations Manager - Call Centre role?

• Manage and support teams of Customer Service staff working in line to company business goals and operational targets.
• Use MI Data in relation to individual and team performance
• Support the coaching and mentoring of your team to improve performance and efficiencies.
• Generate growth of service products in line with customer requirements
• Forecast and budget by delivering optimum efficiency of skills and resource
• Deliver excellent customer service to both internal and external customers
• Implementing best practice and taking ownership of customer dissatisfaction escalations to achieve a successful resolution.
• Develop problem resolutions skills to ensure that customers are treated fairly through all communication channels.
• You will take the lead on the recruitment of Customer Service Advisors whilst aligning with HR procedures and processes.

What will you bring to the Operations Manager - Call Centre role?

• Previous experience of operations management within a contact centre is essential for this role
• Qualifications, GCSE Grade 4 or above in English and Mathematics or an equivalent is required,
• Level 3 qualification in customer service or team management is advantageous.
• Strong people management skills.
• Excellent written and verbal communication skills.
• A flexible attitude and the ability to work under fluctuating business demands and meet deadlines.
• Experience of producing accurate MI data and using this to drive performance.

Why should you apply for the Operations Manager - Call Centre role?

• Generous pension scheme once the employee auto enrols and pays 1% the company contributes 7%, client will then match any additional contributions up to the value of 6.5%.
• Death in service benefit is 4 x annual salary.
• Staff can earn up to £1500 bonus each year.
• Offer external training and qualifications to those that want to enhance their skills.
• Employee assistance programme available to all and provide free flu vaccinations and eye tests.
• Onsite subsidised bistro where employees can purchase meals and refreshments during the day, this includes a costa coffee.
• Cycle to work scheme.
• Social club which costs £3.47 a month to join that arranges family excursions and gives members the opportunity to enter weekly prize draws.
• Employee benefit hub which offers discounts and cash back incentives at many retailers, restaurants, websites, and attractions.
• Subsidised private healthcare.
• Free on-site parking
• Electric charging stations for cars
• Company discounts
• Summer festivals and Christmas parties
• 33 days of holidays
• Uniform
• Remote Working Options (role dependant)

If you are interested in the above role and feel you can meet the requirements, we please ask all applications are made via the click apply button, and we will aim to process your application as quickly and as efficiently as possible

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.

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