Operations Manager

CCA Recruitment Group; Wythenshawe; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading recruitment agency is looking for a Service Desk Operations Manager based in Wythenshawe. The successful candidate will inspire and motivate contact centre teams, focusing on improving skills and performance. Responsibilities include evaluating team performance, implementing coaching strategies, and delivering a high-quality customer experience. A strong background in leading teams and achieving performance metrics is essential. This role offers the opportunity to make a significant impact on team growth and success.

Qualifications

• Evidence leading a contact centre team to success.
• Experience of delivering against metrics.
• Proven track record of analytical and reporting skills.
• Experience with different sales and coaching methodologies.
• Strong analytical and reporting skills.
• Excellent time and task management.

Responsibilities

• Build and deliver success plans for the team.
• Evaluate performance throughout the shift to identify improvements.
• Deliver a fantastic customer experience through all interactions.
• Inspire teams with engagement and leadership tools to drive performance.
• Conduct one-on-one coaching sessions.
• Identify and address barriers to success for individuals and the team.
• Collate and track analyses of effectiveness, CX and skill levels.
• Contribute to operational action plans and system/process improvements.
• Provide reporting and analysis of team performance.
• Manage competencies for self and team.
• Deliver excellent customer experience in all interactions.

Skills

Leadership

Performance evaluation

Coaching

Analytical skills

Time management

Time management

Job description

Service Desk Operations Manager

Location: Wythenshawe (office based)

The ideal candidate will be someone who can inspire and motivate a team of contact centre professionals supporting ambition and building on motivation. The ability to identify training needs to improve performance and most importantly to have a solid understanding of contact centre methodologies which you can draw on to coach and develop your team.

This will be a role that delivers growth through improved skills and behaviours of the team.

Role duties of the Service Desk Operations Manager

• Build and deliver success plans for the team
• Evaluate performance throughout the shift and current period to identify improvements and develop/deliver plans to achieve all objectives and KPI’s
• Continually assess the skill levels of the team, implementing remedial plans to enable success
• Inspire teams with creative engagement and effective use of leadership tools to influence performance and create a high energy and motivated work environment
• Individual coaching sessions for excellence
• Identify and address barriers to success with individuals and the collective team
• Collate and track analysis of effectiveness, customer experience and skill levels. Present back tracking to plan, further initiatives to achieve.
• Contribute to operational action plans and initiatives including process and system improvements
• Articulate in providing reporting and analysis of the teams performance
• Effective management of competencies for both self and the team
• Deliver a fantastic customer experience through all interactions from self and the team

Experience required for this Service Desk Operations Manager

• Evidence leading a contact centre team to success
• Experience of delivering against metrics
• Experience of positively influencing growth and improvement with individuals
• Experience of different sales and coaching methodology
• Proven track record of analytical and reporting skills
• Excellent time and task management

Please follow the link to apply for this Service Desk Operations Manager role based in Wythenshawe.

Disclaimer

CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.

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