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- Tasks: Lead and inspire a contact centre team to achieve success and improve performance.
- Company: Dynamic company focused on growth and team development.
- Benefits: Competitive salary, career progression, and a vibrant work environment.
- Why this job: Make a real impact by coaching and motivating a talented team.
- Qualifications: Experience in leading contact centre teams and strong analytical skills.
- Other info: Join a supportive culture that values creativity and engagement.
The predicted salary is between 36000 - 60000 £ per year.
The ideal candidate will be someone who can inspire and motivate a team of contact centre professionals supporting ambition and building on motivation. The ability to identify training needs to improve performance and most importantly to have a solid understanding of contact centre methodologies which you can draw on to coach and develop your team. This will be a role that delivers growth through improved skills and behaviours of the team.
Role duties of the Service Desk Operations Manager:
- Build and deliver success plans for the team
- Evaluate performance throughout the shift and current period to identify improvements and develop/deliver plans to achieve all objectives and KPI’s
- Continually assess the skill levels of the team, implementing remedial plans to enable success
- Inspire teams with creative engagement and effective use of leadership tools to influence performance and create a high energy and motivated work environment
- Individual coaching sessions for excellence
- Identify and address barriers to success with individuals and the collective team
- Collate and track analysis of effectiveness, customer experience and skill levels. Present back tracking to plan, further initiatives to achieve.
- Contribute to operational action plans and initiatives including process and system improvements
- Articulate in providing reporting and analysis of the teams performance
- Effective management of competencies for both self and the team
- Deliver a fantastic customer experience through all interactions from self and the team
Experience required for this Service Desk Operations Manager:
- Evidence leading a contact centre team to success
- Experience of delivering against metrics
- Experience of positively influencing growth and improvement with individuals
- Experience of different sales and coaching methodology
- Proven track record of analytical and reporting skills
- Excellent time and task management
Operations Manager employer: CCA Recruitment Group
Contact Detail:
CCA Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they engage with their team and customers. This will help you tailor your answers and show that you're a great fit for their vibe.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've inspired a team or improved performance. We want you to be ready to share these during your interview to demonstrate your skills and experience.
✨Tip Number 3
Don’t forget to ask questions! Prepare some thoughtful ones about the team dynamics or growth opportunities. This shows you're genuinely interested in the role and helps you assess if it's the right fit for you.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Operations Manager
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight your experience in leading teams. We want to see how you've inspired and motivated others, so share specific examples that showcase your ability to drive performance and create a positive work environment.
Be Data-Driven: Since the role involves evaluating performance and tracking metrics, it's crucial to demonstrate your analytical skills. Include any relevant data or results from your previous roles that illustrate how you've used metrics to improve team performance and customer experience.
Tailor Your Application: Don’t just send a generic CV! We love it when candidates tailor their applications to the job description. Make sure to align your skills and experiences with the specific requirements of the Service Desk Operations Manager role to show us you’re the perfect fit.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you’ll ensure your application gets to the right people. Plus, it shows us you’re genuinely interested in joining our team!
How to prepare for a job interview at CCA Recruitment Group
✨Know Your Metrics
Before the interview, brush up on key performance indicators (KPIs) relevant to contact centres. Be ready to discuss how you've previously met or exceeded these metrics and how you plan to do so in this role.
✨Showcase Your Coaching Skills
Prepare examples of how you've successfully coached team members in the past. Highlight specific training needs you've identified and how your interventions led to improved performance.
✨Engage with Enthusiasm
Demonstrate your ability to inspire and motivate by sharing stories that reflect your leadership style. Use engaging language and show your passion for creating a high-energy work environment.
✨Be Analytical
Come equipped with insights from your previous roles. Discuss how you've used data analysis to track team performance and customer experience, and be ready to suggest actionable improvements based on that data.
