Guest Contact Centre Operations Lead

Hiddenwell; United Kingdom; On-site; GBP 38,000 - 46,000; Full time

Benefits offered by this job

Competitive salary

Spa Day on anniversary

Staff discounts

Pension scheme

Free parking

Job summary

Hiddenwell is seeking a Contact Centre Operations Manager in Moreton-in-Marsh, Gloucestershire, to optimise the Central Reservations and Guest Contact Centre. You will work with Heads of Customer Journey & Reservations and other leaders to deliver improved guest experiences through data-driven insights and operational excellence.

The role emphasizes analytical capability, stakeholder collaboration, and continuous improvement, with a 40-hour week and on-site responsibilities at our head office.

Qualifications

• Have a minimum of three years' experience within a contact centre, reservations, or operational performance environment.
• Have an excellent understanding of contact centre KPIs, performance metrics, and operational reporting.
• Have experience analysing data and turning insight into practical business recommendations.
• Have excellent organisational and prioritisation skills.
• Have excellent problem-solving and decision-making ability.
• Have excellent communication and stakeholder management skills.
• Have an advanced proficiency in Microsoft Excel and reporting tools.
• Have a high attention to detail and commitment to accuracy.

Responsibilities

• Monitor performance across all guest contact channels and ensure service standards and KPIs are achieved.
• Identify risks to service delivery and recommend corrective actions.
• Analyse trends and performance data to support operational decision-making.
• Coordinate operational priorities during periods of fluctuating demand or service disruption.
• Develop demand forecasts and resource plans based on historical data and business requirements.
• Produce staffing recommendations to support service delivery objectives.
• Monitor schedule adherence, occupancy, and utilisation to maximise efficiency.
• Identifying future capacity risks and propose mitigation plans.
• Produce daily, weekly, and monthly operational reporting packs.
• Analyse key metrics including service levels, response times, abandonment rates, productivity, occupancy, and contact volumes.
• Translate data into meaningful insight and actionable recommendations.
• Supporting executive-level reporting and performance reviews.
• Identifying operational inefficiencies and opportunities for improvement.
• Supporting the implementation of new processes, technologies, and ways of working.
• Developing and maintaining standard operating procedures and process documentation.
• Measuring and reporting on the success of improvement initiatives.
• Ensuring adherence to operational processes, policies, and compliance standards.
• Supporting business continuity planning and audit activities.
• Collaborating closely with Sales, Guest Experience, Property Operations, Marketing, Finance, IT, and other key stakeholders.
• Providing operational expertise to support business objectives and strategic initiatives.

Skills

Analytical thinking

Stakeholder management

Excel expertise

Communication skills

Problem solving

Organisational skills

Tools

Zendesk

Microsoft Excel

Job description

Hiddenwell is seeking a Contact Centre Operations Manager in Moreton-in-Marsh, Gloucestershire, to optimise the Central Reservations and Guest Contact Centre. You will work with Heads of Customer Journey & Reservations and other leaders to deliver improved guest experiences through data-driven insights and operational excellence.

The role emphasizes analytical capability, stakeholder collaboration, and continuous improvement, with a 40-hour week and on-site responsibilities at our head office.