Call Centre Operations Manager

Salary:

Client Experience Leader

Salary: up to £45,000 DOE

Who we are:

About Us: We are in business because we want to help people to develop and to reach their full potential.

We are building a culture that shifts the mind-set from focusing on “things and stuff” to “people and behaviour”. We call this process “Crossing the Bridge”. Our Vision is to be “Unrivalled in Developing People."

Role Details:

This vacancy is ideal for those who have experience as customer success managers, senior operations managers, in logistics or client success.

• Achieve all KPIs across a project to ensure contractual obligations are met as a minimum including (but not limited to) sales performance, delivery of hours, auditory/compliance requirements, and customer satisfaction targets
• Ensure internal revenue budget targets and revenue growth targets are exceeded by accurate forecasting, analysing, and reporting on financial performance and identifying areas for growth
• Manage day-to-day client relationship at operational levels ensuring high levels of client satisfaction
• Lead, develop, motivate, and coach Customer Experience Leaders enabling them to lead and manage their Team Managers and Advisors to deliver a superior level of sales and a high quality of service.
• Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement across the project by building a fun and rewarding environment
• Forecast and plan recruitment activity by co-ordinating communication between various internal departments including Resource Planning, HR, Recruitment and Training, thus ensuring staffing levels are continually met across the project
• Analyse results across the project to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
• Ensure knowledge is kept fully up to date in relation to competitor activity and industry regulatory requirements
• Create and maintain a strong sales culture and performance driven working environment
• Communicate effectively with the team to create and maintain a motivated and challenged workforce
• Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and Kura executive reports

Benefits:

As well as a clear structure for your personal and professional development we also provide a comprehensive package of benefits which include a loyalty award scheme, an employee assistance program, enhanced maternal and paternity pay, and more.

Requirements:

• Outbound & inbound contact centre operational management and strategic planning experience
• Effective leadership through team building, development, and strong coaching skills
• Highly focussed and driven
• Great ability to coach the coach
• KPI management and proven track record of achievement
• Ability to recruit and create dynamic and high performing teams
• Commercial awareness and financial management
• Thorough understanding of resource optimisation and delivery
• Excellent client relationship management
• Experience of managing multiple projects and varying team sizes
• Excellent written, verbal and presentation skills
• Act with integrity at all times when representing our business and its people

Next steps:

Feel ready to jump in? Click the apply button or contact the team:

• Please give the team a phone call on 0141 272 1112, they are excited to discuss the role further.
• Email us: careers@wearekura.com
• Text or Whatsapp 07855160307

REF: IND2024