Contact Center Operations Manager

This role will be reporting to the Head of UK Operations for HCL IBS.

As the Contact Centre Operations Manager, you will be responsible for overseeing the daily operations, managing staff, analysing performance data, monitoring quality, resolving escalated issues, maximise efficiency, drive improvements withing the team to achieve company and client KPI’s and implementing strategies for continuous improvement and employee engagement.

KEY RESPONSIBILITIES

• Staff Management – Supporting recruitment with hiring contact centre staff including Team Leaders, managing performance, completing team meetings, coaching and 1-1’s and fostering a positive work environment.
• Performance and Quality – Set and monitor KPI’s to ensure service levels are met. Monitor Quality data and listen to calls, review QA metrics and implement changes to improve service quality.
• Customer Experience – Act as escalation point for any complex complaints, monitor MI and RCA to highlight areas of concern and suggest changes to ensure high level of customer satisfaction, focusing on customer journey and ensuring compliance with all regulatory and company standards.
• Strategic planning – Analyse Mi data, create and implement operational strategies including forecasting and scheduling to contribute and support the long-term strategy for the contact centre.
• MI/Reporting – Prepare and present reports including performance, training, quality, highlights and risks to share with senior management.
• Operations – Manage daily operations as above always ensuring compliance with both company and client policies and procedures whilst we are following FCA regulations.
• Client interaction – Attend client meetings and calls as/when required including client communication and relationship management.
• Customer Journey – Embedding a “right first time” mentality and a “first contact resolution” philosophy
• Change and Transformation – Be key in identifying the need for change along with supporting and leading both the client and company change and transformation projects within the contact centre.

SKILLS AND ATTRIBUTES

• Strong leadership, management and communication skills
• Professional qualification or a minimum of 5 years’ experience as an operations manager managing a Contact centre ideally withing the financial services industry
• Excellent Knowledge of FCA regulations
• Knowledge of Life insurance and pensions at a management level
• Understanding of Risk and Compliance within a financial business
• MI/Data analysis and Processing skills including forecasting, attrition and resourcing
• Excellent knowledge of Microsoft office including excel and PowerPoint
• Ability to work in a high pressured fast paced environment
• Follow 3 C’s of contact centre (Communication, Consistency and customer experience)
• Excellent role model who is responsible for guidance and development of the whole team including being able to lead, inspire and motivate
• Coach, train and develop Contact Centre Team Leaders
• People management and employee engagement are priorities
• Ability to identify Training gaps/needs and work with L&D to manage training plans and schedules
• Ability to collaborate, build and maintain both internal and external relationships ensuring client and customer focused
• Commercial awareness in managing costs and optimising revenue through efficiency
• Knowledge of COPC standards and Contact Centre best practices
• Adaptable to change to drive the business forward

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Finance and Administrative

Industries

• Insurance and Financial Services