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- Tasks: Lead a large team to enhance customer service and ensure compliance.
- Company: Join Attega Group, a partner in driving business success.
- Benefits: Enjoy a competitive salary, car allowance, bonuses, and private medical insurance.
- Why this job: Make a real impact in a dynamic environment with growth opportunities.
- Qualifications: Senior management experience in a customer-focused, regulated setting is essential.
- Other info: Immediate start available for both contract and permanent roles.
The predicted salary is between 78000 - 102000 £ per year.
£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 £95,000 P/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.
Contact Centre Operations Manager employer: Attega Group Ltd
Contact Detail:
Attega Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Operations Manager
✨Tip Number 1
Familiarise yourself with the latest trends in contact centre operations. Understanding industry benchmarks and best practices will help you demonstrate your knowledge during discussions with our team.
✨Tip Number 2
Network with professionals in the contact centre industry. Attend relevant events or join online forums to connect with others who can provide insights and potentially refer you to opportunities at StudySmarter.
✨Tip Number 3
Prepare to discuss your experience with regulatory compliance and performance management. Be ready to share specific examples of how you've successfully navigated these challenges in previous roles.
✨Tip Number 4
Showcase your leadership style by preparing anecdotes that highlight your ability to inspire and develop teams. We value candidates who can foster a positive culture and drive continuous improvement.
We think you need these skills to ace Contact Centre Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing large teams and working in regulated environments. Use specific examples that demonstrate your leadership skills and ability to drive business success.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the role. Emphasise your experience with compliance, customer service improvement, and team development. Show how your management style aligns with the company's values.
Highlight Relevant Achievements: In both your CV and cover letter, include quantifiable achievements related to P&L management, budgeting, and performance tracking. This will showcase your commercial acumen and decision-making capabilities.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a senior management role.
How to prepare for a job interview at Attega Group Ltd
✨Showcase Your Leadership Skills
As a Contact Centre Operations Manager, you'll need to demonstrate your ability to lead a large team effectively. Prepare examples of how you've successfully managed teams in the past, focusing on your leadership style and how you foster a positive work environment.
✨Understand Regulatory Compliance
Given the heavily regulated nature of the role, it's crucial to show your understanding of compliance requirements. Brush up on relevant regulations and be ready to discuss how you've ensured compliance in previous roles, as well as how you would maintain it in this position.
✨Prepare for Stakeholder Engagement
This role involves working with multiple stakeholders, so be prepared to discuss your experience in managing relationships. Think of specific instances where you've successfully collaborated with different departments or external partners to achieve business goals.
✨Demonstrate Financial Acumen
Since managing a large P&L is part of the job, be ready to talk about your experience with budgeting, forecasting, and performance tracking. Highlight any significant financial decisions you've made and their impact on the business to showcase your commercial judgement.
