Operations Manager
1 day ago
Newcastle upon Tyne
Company We’re delighted to be supporting our client, a fast paced, customer focused contact centre, as they look to recruit an experienced Operations Manager to lead their Customer Service function. This role is ideal for a hands on leader who thrives in a dynamic environment and knows how to get the best from people. Role • Lead day to day customer service operations to hit service, quality, and productivity targets, • Coach and develop Team Leaders and frontline teams, • Use real time and historical data to drive performance and improve customer outcomes, • Build a positive, high performing team culture, • Work closely with Quality, Training, Workforce Planning, and HR, • Support continuous improvement initiatives and operational change, • Provide clear reporting and escalations to senior leadership Experience What We’re Looking For • Strong leadership experience within a contact centre, • Proven track record managing teams of 30+ people, • Excellent coaching, communication, and people development skills, • Confident working with data and operational performance metrics, • Calm, decisive, and able to lead effectively under pressure, • Customer focused mindset with a drive for results and continuous improvement Desirable Experience • Managing Team Leaders, • Knowledge of WFM and scheduling tools, • Experience delivering change or operational transformation, • Familiarity with CRM and contact centre systems