Operations Manager

Service Desk Operations Manager

Location: Wythenshawe (office based)

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.

• 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

• 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

Please follow the link to apply for this Service Desk Operations Manager role based in Wythenshawe.

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