Contact Centre Operations Manager
rated traders ltd
London
Location
London, England
Key responsibilities Contact Centre Operations Manager
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- Lead day-to-day operations of the Contact Centre, ensuring efficient service delivery across all inbound channels (telephony and digital), and achieving performance, quality, and customer satisfaction targets.
- Provide strategic oversight of processes, people, and technology, ensuring operations are cost-effective, compliant with Council policy, and continuously improved in line with resident needs and digital transformation goals.
- Develop and lead high-performing teams, ensuring staff are trained, coached, and empowered to manage routine and complex enquiries, including diagnosing repairs, raising orders, and coordinating appointments.
- Champion excellent customer service by embedding a culture of accountability, empathy, and professionalism in every resident interaction, including effective resolution of complaints and escalations.
- Monitor, analyse, and report performance metrics, including service levels, resolution rates, customer satisfaction, and demand trends, and present insights to senior stakeholders to inform decision-making. Ensure compliance to service level agreements (SLAs) across services, taking responsibility for the continuous review and monitoring of performance against these standards.
- Collaborate with the Contact Centre Team Manager a...