Role: Contact Centre Operations Manager

Salary: Up to £59,000 DOE + OTE £10,000 + benefits

Contract: Permanent, Full-Time

Location: Nottingham Hybrid 1 day per week in the office

This is an exciting opportunity for an experienced Contact centre Operations Manager to join our client on a permanent basis. Ideally you will be from a Regulated financial services background.

Are you passionate about developing your team?

Can you achieve fantastic results through great customer experience in a regulated environment?

About the Contact Centre Operations Manager Role:

You will manage the day-to-day delivery of our balanced scorecard, the sales performance of your department, the department engagement results and ensuring your team put the customer first in everything they do.
Coaching and supporting your team to drive sales performance through behaviours and great conversations will be 70% of the role - we need someone who is willing to roll up their sleeves and champion best practice, therefore a background and sound understanding of coaching and developing others through known coaching development models is necessary.
Lead the culture, pace, and tone of the environment; coaching and mentoring future leaders as opposed to managing people via tasks, targets, and processes
Driving change, presenting solutions, and optimising department deliverables and operating practice will form 30% of your role - to do this you will need a fantastic internal network, built by demonstrating your ability to be personable, professional and collaborative.About You:

You will be an experienced Contact Centre Operations Manager leading teams of Team Leaders.
You will have proven experience surrounding sales performance and contact centre KPI's.
You will have worked in an FCA regulated environment and understand the requirements and expectations surrounding an exceptional customer journey within financial services.
Excellent stakeholder engagement and management experience.
An ability to plan strategically, creating a roadmap of operational plans that can drive results.
Passion around coaching to drive performance.
Strong leadership skills and an excellent communicator
An innovative approach with a focus on best practice
An ability to translate technical elements of operation to a range of audiences across the businessIn return you will get:

A competitive salary and quarterly bonus, enabling you to earn up to £10k per annum
Health cash
Pension scheme - matched employer contributions up to 5% of basic salary
Life assurance - employer funded cover of four times basic salary
Health & Wellbeing - discounted gym membership, online virtual workout sessions, online culinary classes
OnHand - Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
Employee Assistance Programme - specialist advice and support on issues such as finance, relationships, illness, and family issues
Free protection plan
Employee discounts

Please follow the link to apply for this Contact Centre Operations Manager role.

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