Contact Centre Operations Manager

Anglian

Location: Norwich, England, United Kingdom

Category: Customer Service

Salary: 40,000 - 50,000 GBP / yearly

Full-time

Job Description

Join our team at Anglian, where we pride ourselves on delivering exceptional customer service. We are seeking a dedicated and experienced Contact Centre Operations Manager to oversee the daily operations of our National Contact Centre.

Responsibilities

Key Responsibilities:

Performance Management: Monitor and enhance call centre performance, ensuring targets are met and processes are optimised.
People Development: Create and maintain employee engagement programs, provide ongoing training and development, and conduct performance reviews.
Workforce Management: Manage resource allocation, including staffing and technology, to ensure optimal operation.
Technology: Oversee the implementation and maintenance of call centre technology to support efficient operations.
Quality and Compliance: Ensure all operations comply with relevant regulations and standards, maintaining high-quality service delivery.

Qualifications

Qualifications:

Proven experience in call centre operations management.
Strong background in people development and workforce management.
Excellent leadership and communication skills.
Ability to analyse data and make informed decisions.
Knowledge of industry regulations and standards.

Perks & Benefits

What We Offer:

Competitive Salary
31 days holiday, increasing to 33 days after 2 years of service, plus have your birthday off
Pension
Paid time off annually to volunteer
Comprehensive health & well-being benefits including cycle to work scheme, heavily discounted gym memberships and free access to mental health first aiders
Heavily discounted group discount scheme on all products
Group Perks and freebies on days out, cinema, theatre, eating in and out, mobiles phones, food shopping and most major high street retailers
Opportunity to work with a forward-thinking and supportive team
Career development and continuous learning opportunities