Customer Operations Manager

Knowledge

Significant experience of Contact Centre Management at ‘manager of managers / department’ level

Proven ability to maintain a Customer focus in a regulatory environment

Evidence of leading and delivering significant change and business improvement initiatives

Demonstrable experience of driving performance and improving results

Evidence of managing senior stakeholders within and outside the Contact Centre

Commercial Acumen

Skills

Setting objectives whilst being committed to ensuring all members of the team work together to achieve goals

Excellent communication skills with ability to influence and build relationships at all levels

Ability to understand, interrogate and present data

Responsibility for the operational performance of their CC area / department against the balanced scorecard key performance indicators

Governance and control, operational risk ownership, including compliance for all applicable legal and regulatory policy and to internal operating procedures, ensuring a robust customer quality monitoring framework is adhered to in order to ensure high levels of quality and compliance are being delivered

Analyse data to identify and drive performance improvement

Lead (small change / CI) projects & initiatives with senior stakeholder engagement to implement change within the CC

Responsible for developing a network of contacts, both internally and externally and develop key operational relationships to ensure the delivery of objectives, and to keep up to date with practices within the contact centre industry

Support an end to end customer journey focus and deliver the desired customer experience within their area

Responsible for delivering best practice people leadership activity including: recruitment and retention, training and development, talent management, employee engagement, diversity and inclusion.

Behaviours

A strategic thinker with excellent commercial awareness

Ability to lead and drive high performing teams

Attract, retain, motivate, coach and develop Team Leaders

Demonstrate flexibility, resilience and comfort operating in ambiguity

Technically astute whilst being able to align to operational challenges and needs

Comfortable operating in a fast paced changing environment

Champion a continuous improvement culture within their teams, proactively identifying opportunities and solutions to improve income and efficiency to achieve a high performance environment, moving to industry best practices within the contact centre industry

Support and sustain a culture of empowerment, trust, openness, two-way communication and feedback through exceptional people leadership and companywide team working