Senior Customer Service Operations Leader

Fibrus Networks Ltd; Belfast City District; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Mental health workshops

Professional development support

Private healthcare

Job summary

Fibrus, based in Belfast, is seeking a Customer Service Senior Operations Manager to oversee our contact centre across channels and to deliver strong operational performance and customer experience.

You will coach Team Leaders, drive change programmes, and partner with People and Culture to recruit, align with policy, and implement process improvements. A focus on reducing contact rates and churn while boosting retention will be essential.

Qualifications

• Proven experience managing a contact centre and first line managers.
• Experience leading teams within a contact centre environment.
• Experience in reducing contact rates into a contact centre.
• Experience with multiple contact channels (voice, chat, messaging, social).
• Experience in driving complaints reduction & providing insights on business improvement.
• Experience developing and implementing customer retention strategies, reducing customer churn and improving loyalty through data-led decisions.
• Promote an inclusive culture built on respect and diversity.
• Experience in Telco market is desirable.

Responsibilities

• Provide leadership, development and coaching of Team Leaders and Agents.
• Work with People and Culture to recruit and align with policies.
• Contribute to design and implementation of Change Programmes and Projects.
• Carry out regular 121’s and development of training.
• Ensure effective communication and gather customer insight to enhance experience.
• Embed a performance culture and review processes to meet targets.
• Build and maintain stakeholder relationships.
• Drive continuous improvement across processes and systems.
• Maintain open channels for communication and root cause analysis.
• Collaborate with Resource Planning to develop effective plans.
• Ensure service and sales targets, SLAs and KPIs are met.
• Lead retention initiatives to maximise revenue and reduce churn.
• Review management information and implement improvements across the contact centre.

Skills

Leadership

Coaching

Team development

People management

Communication

Stakeholder management

Change management

Process improvement

Data analysis

Retention strategies

Tools

CRM systems

Job description

Fibrus, based in Belfast, is seeking a Customer Service Senior Operations Manager to oversee our contact centre across channels and to deliver strong operational performance and customer experience.

You will coach Team Leaders, drive change programmes, and partner with People and Culture to recruit, align with policy, and implement process improvements. A focus on reducing contact rates and churn while boosting retention will be essential.