Contact Centre Operations Manager

Contact Centre Operations Manager 
£90,000 - £95,000 P/A 
County Durham 
Contract or Permanent opportunity
Full time | 37.5 hours per week 

Are you an experienced senior manager from a heavily regulated environment?

Can you effectively adapt to work with a multitude of stakeholders?

Attega Group is currently partnering exclusively with our client in recruiting a Contact Centre Operations Manager to join the team.

The main purpose of this role is to drive clear leadership of the centre to help deliver short & long term business successes. 

You will be responsible for an overall team size of c.270 with expected attrition. 

In return, our client is offering a salary of up to £95,000P/A , depending on experience, plus car allowance, up to 20% bonus per annum, private medical insurance, and more! 

This role is full-time and available for an immediate start contract role or permanent basis. The hours of work will be 37.5 per week, Monday to Friday. 

Your responsibilities will include:

Overseeing the operation and delivery of all administration functions, 
Ensuring full departmental compliance with all regulatory and legal requirements, 
Maintaining a whole organisational approach to improving customer service, 
Working with senior management teams to develop, implement, and manage all service level agreements,
Recruiting and actively developing team members, 
Providing proactive leadership, collaboration and a continuous improvement culture, 
Overseeing all people management including sickness, annual leave, health & safety and performance, including compliance. 
Leading any investigations and responding to formal complaints.

The ideal candidate:

Must have previous experience working to a senior manager level, managing multiple teams and services. 
Will come from a customer orientated business and be commercially astute. 
Must have managed a large P&L, including budgeting, forecasting, and tracking of performance. 
Will be someone who can challenge constructively, inspire confidence, and possess an inclusive & persuasive management style.
Must also have excellent commercial judgement and be confident in their ability to make significant business decisions with financial impact. 
For more information on our Contact Centre Operations Manager role, please contact Abby