Contact Centre Operations Manager

Anglian Home Improvements; Norwich; On-site; GBP 35,000 - 55,000; Full time

Job summary

A forward-thinking company is seeking a dedicated Contact Centre Operations Manager to oversee daily operations at their National Contact Centre. This role involves key decision-making, performance management, and workforce development. You will lead a supportive team, ensuring compliance with industry regulations while driving performance metrics. With a commitment to employee growth, this innovative firm offers comprehensive health benefits, generous holiday allowances, and opportunities for career advancement. If you are results-driven and passionate about customer service, this is the perfect opportunity for you.

Benefits

31 days holiday

Pension

Paid volunteer time

Health & well-being benefits

Discounted gym memberships

Group discount scheme

Career development opportunities

Free access to mental health first aiders

Qualifications

• Proven experience in managing call centre operations.
• Strong leadership and communication skills are essential.

Responsibilities

• Monitor and enhance call centre performance to meet targets.
• Manage employee engagement programs and conduct performance reviews.

Skills

Call Centre Operations Management

People Development

Workforce Management

Leadership Skills

Data Analysis

Communication Skills

Regulatory Knowledge

Job description

Thank you for applying for the Contact Centre Operations Manager role

Thanks for applying for this vacancy, we wish you every success.

We will be in touch shortly.

Internal job ref: 16042025163250

Status: Full Time

About Us: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.

Purpose of the Role:The purpose of this role is to work alongside the Contact Centre Manager and Head of Contact Centre in the day-to-day running of the National Contact Centre. You will oversee the daily operation of National Contact Centre performance, people development, workforce management, technology, and quality and compliance.

This role allows daily involvement in key decision-making and the responsibility to drive National Contact Centre performance, ensuring key KPIs are delivered.

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:

• 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.

What We Offer:

• 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

How to Apply:If you are a motivated and results-driven professional looking to make a significant impact, we want to hear from you!

Our Company is committed to monitoring & aligning its Policies with up-to-date Government guidance on reducing the spread of respiratory infections in the workplace. Through the Company’s value of “Succeed Together” we are committed to Equality, Diversity and Inclusion. We recruit the ‘best person for the job’ regardless of any protected characteristics as defined by the Equality Act 2010 creating an inclusive working environment and culture for our employees.

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