Operations Lead, Contact Centre Performance

NTT; Gillingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A global technology services company in Gillingham is seeking an Operational Manager to ensure effective service delivery and manage operational activities. The ideal candidate will have 3-5 years of experience in contact centre operations, strong analytical skills, and hands-on experience with Cisco Voice technologies. You will contribute to process optimization and performance monitoring, while fostering team development and collaboration.

Benefits

Diversity and inclusion

Career growth opportunities

Access to innovation centers

Qualifications

• 3-5 years of experience in contact centre operations or operations support roles.
• Hands-on experience with Cisco Voice technologies.
• Experience using Verint applications for monitoring and reporting.

Responsibilities

• Support planning and execution of operational activities.
• Monitor operational workflows and agent productivity.
• Assist in identifying system/tool requirements and optimizations.

Skills

Operational management

Data analysis

Stakeholder communication

Problem-solving

Education

Diploma or Degree in IT, Business, Operations Management

Tools

Cisco Unified Communications Manager (CUCM)

Cisco UCCE/UCCX

Cisco Finesse

Verint applications

Job description

A global technology services company in Gillingham is seeking an Operational Manager to ensure effective service delivery and manage operational activities. The ideal candidate will have 3-5 years of experience in contact centre operations, strong analytical skills, and hands-on experience with Cisco Voice technologies. You will contribute to process optimization and performance monitoring, while fostering team development and collaboration.