As the Operations Manager, you will hold a critical role in the call centre, overseeing complaints.
Your responsibilities will span various areas: developing operational policies, analysing performance data, managing the complaints and improving processes.
A Contact Centre Manager is needed to join our team at theICEway, a leading IT services and technology consultancy based in Welwyn Garden City.
This is an in office role - full time 37.5 hours a week - hours are predominantly going to be Monday to Friday between the hours of 8am - 6pm on a rota basis.
This is an excellent opportunity to progress your career with a well-established company!
The Operations manager is a senior, high profile role encompassing the full array of soft services, environmental, tech services and facilities management.
The purpose of the role is to lead, support and encourage teams to drive operational improvement, delivering exceptional customer service to all of the centre's visitors and tenants.
My client is seeking an experienced Contact Centre Team Manager to manage the running of their multi-client customer service centre.
The Contact Centre Team Manager will provide leadership, direction and management to the Shift Managers and Agents in order to deliver service excellence, contractual service level agreements and operational metrics.
As the Contact Centre Team Manager, you will be responsible for overseeing the service provided across multiple customer contact channels and activities.
The role is fully operational and seeks an individual with a sales background who will take on the primary responsibility for the daily management of the contact centre operation.
Our client is a highly successful Financial Services organisation experiencing growth due to high demand for their services.
The ideal candidate will manage an operation of approximately 40 FTEs.