Customer Service Operations Manager

JOB TITLE:
Customer Service Senior Operations Manager

JOB LOCATION:
Belfast (NI)

TERMS:
Permanent

The Customer Service Operations Manager will be responsible for ensuring the contact centre delivers strong operational performance and an excellent customer experience across multiple contact channels. You will lead and develop Team Leaders and the rest of the team to deliver consistently high standards of customer service, achieve service targets, and drive customer retention. You will create an inclusive and supportive culture where colleagues feel valued, respected and empowered to develop and perform at their best.

You will also play a key role in implementing strategic change, improving processes, reducing contact rates and complaints, and using customer insight and performance data to identify opportunities for continuous improvement.

• Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
• Work with the People and Culture team to drive the recruitment and selection of Team Leaders and Advisors, ensuring alignment with company policies and culture.
• Contribute to the design and implementation of Change Programmes and Projects which impact the contact centre
• Carry out regular 121’s, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
• Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
• Building and maintaining effective internal and external stakeholder relationships
• Identifying and instilling best practice, processes and systems and drive continuous improvement environment.
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved
• Ensures service and sales targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
• Lead and drive customer retention targets and performance, identifying opportunities to upsell and cross-sell products and services, maximise revenue from existing customers and reduce churn through targeted retention strategies and a strong customer experience.
• Review management information and make suggestions, recommendations as to improvements across the contact centre.

• Proven experience of managing a contact centre and first line managers. Able to develop and nurture improved performance across sales and service. Excellent communication, engagement and development of people skills.
• Significant experience leading teams within a contact centre environment
• Demonstrable experience in reducing contact rates into a contact centre
• Experience with multiple contact channels such as; voice, chat, messaging and social
• Experience in driving complaints reduction & providing insights on business improvement
• Demonstrable experience in developing and implementing customer retention strategies, reducing customer churn and improving customer loyalty through data-led decisions, effective coaching and continuous improvement.
• Promote an inclusive culture built on respect, valuing diversity and ensuring all colleagues feel supported, respected and empowered.
• Experience in the Telco market is desirable.

At Fibrus,…