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- Tasks: Lead a contact centre team, focusing on performance and customer experience.
- Company: Join a dynamic company dedicated to supporting vulnerable customers.
- Benefits: Enjoy a competitive salary, bonuses, and a supportive work environment.
- Why this job: Make a real impact by developing future leaders and enhancing customer satisfaction.
- Qualifications: Experience in coaching and managing teams is essential.
- Other info: This role is 100% office-based in the West Midlands.
The predicted salary is between 33000 - 77000 £ per year.
Role: Contact Centre Operations Manager Salary: Up to £55,000 DOE + bonus + benefits Contract: Permanent, Full-Time Location: West Midlands 100% office based Mon-Fri This is an exciting opportunity for an experienced Contact Centre Operations Manager to join our client on a permanent basis. Ideally you will be from a background of understand vulnerable customers. Leading a contact centre team of up to 200FTE Are you passionate about developing your team? Can you achieve fantastic results through great customer experience? About the Contact Centre Operations Manager Role: You will manage the day-to-day delivery of performance of your department, the department engagement results and ensuring your team put the customer first in everything they do. Coaching and supporting your team to drive sales performance through behaviours and great conversations will the role – we need someone who is willing to roll up their sleeves and champion best practice, therefore a background and sound understanding of coaching and developing others through known coaching development models is necessary. Lead the culture, pace, and tone of the environment; coaching and mentoring future leaders as opposed to managing people via tasks, targets, and processes Driving change, presenting solutions, and optimising departmen…
Contact Centre Operations Manager employer: CCA Recruitment Group Careers
Contact Detail:
CCA Recruitment Group Careers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Operations Manager
✨Tip Number 1
Familiarize yourself with the latest trends in contact centre management, especially those focused on vulnerable customers. This knowledge will help you demonstrate your understanding of the unique challenges faced by these customers during the interview.
✨Tip Number 2
Prepare to discuss specific examples of how you've successfully coached and developed teams in previous roles. Highlighting your experience in driving sales performance through effective coaching will set you apart from other candidates.
✨Tip Number 3
Showcase your leadership style by sharing stories that illustrate how you've fostered a positive team culture. Emphasizing your ability to mentor future leaders rather than just managing tasks will resonate well with the hiring team.
✨Tip Number 4
Be ready to discuss how you've implemented change in previous roles. Presenting concrete examples of how you've driven change and optimized department performance will demonstrate your proactive approach and problem-solving skills.
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 your experience in managing contact centre operations, especially with vulnerable customers. Use specific examples that demonstrate your ability to lead a large team and drive performance.
Craft a Compelling Cover Letter: In your cover letter, express your passion for developing teams and enhancing customer experience. Mention your coaching philosophy and how you have successfully implemented it in previous roles.
Showcase Relevant Achievements: Include quantifiable achievements in your application that reflect your success in improving team performance and customer satisfaction. This could be through metrics like sales growth or customer feedback scores.
Prepare for Behavioral Questions: Anticipate questions related to team management and customer service. Prepare examples that illustrate your leadership style, problem-solving skills, and ability to drive change within a contact centre environment.
How to prepare for a job interview at CCA Recruitment Group Careers
✨Show Your Passion for Team Development
Make sure to express your enthusiasm for developing and mentoring your team. Share specific examples of how you've successfully coached others in the past, and highlight your commitment to fostering a positive work environment.
✨Demonstrate Customer-Centric Thinking
Prepare to discuss how you prioritize customer experience in your management style. Provide examples of how you've implemented strategies that put customers first and led to improved satisfaction and engagement.
✨Highlight Your Change Management Skills
Be ready to talk about times when you've driven change within a contact centre. Discuss the solutions you presented and how you optimized departmental performance, showcasing your ability to adapt and lead through transitions.
✨Familiarize Yourself with Coaching Models
Since a sound understanding of coaching development models is necessary, brush up on popular coaching techniques. Be prepared to discuss how you've applied these models in your previous roles to enhance team performance.
