Contact Centre Operations Manager

Contact Centre Operations Manager required for fantastic opportunity on a permanent basis to work for a Global Telecommunications and Media Company based remotely in the UK preferably in the Midlands. You will need to have a contact centre background being responsible for 800-1000 call centre representatives.

As the Contact Centre Operations Manager you will be responsible for managing the consumer telephone voice and broadband services in the UK for my client who also has a rapidly growing Pay-Tv Service paying particular attention to Sport.

The contact centres are responsible for providing great service to every customer ensuring that every matter and issue is resolved in one contact. It is the contact centres job to impress their customers with how they can help and support them and take responsibility for their interaction with my client.

Your main responsibilities will be:
*Responsible for leading large teams within different channels providing total servicing for a wide variety of products and services across all functional areas (eg value generation, service, broadband, helpdesk, billing).
*Responsible for establishing service standard and monitors & evaluates effectiveness of customer service operations.
*Responsible for managing relationships at multiple levels with supplier organisations, relating them to the organisation and influencing and leveraging their performance as well as implementing the commercial models for outsourced activities that meet financial and operational goals.
*Responsible for setting and driving supplier delivery to ensure day to day operational performance is delivered and ensuring the achievement of business objectives across basket of quality (eg VSAT), cost (eg CHT, Shrinkage) and Business/Value metrics (eg CWC, A Operational Planning; Customer Experience/Service; Commercial Management; Cost transformation
*Has a clear understanding of Business Unit, LoB and Group strategy and ensures that site strategy is aligned.

Required Experience
*Experience of leading large multi-location operational teams in subscriptions particularly TV or Mobile Network Operations sectors.
*Strong leadership capability with ability to create and lead brilliant teams.
*Vision to set strategic direction
*Negotiation, communication and interpersonal skills.
*Proven track record of operational delivery (inc. Sales targets) in a Call Centre environment
*High level of commercial awareness and business acumen with a concern for the bottom line
*Strong senior stakeholder management and influencing skill
*Ability to bring experience and new thinking from other industry sectors
*Proven delivery of working through partner and supplier organisations
*Strong evidence of the use of governance processes to effectively manage and develop performance
*Clear planning, budgeting and presentation skills; and the ability to formulate and gain approval at a senior level for investment cases.
*Strong communication and engagement skills at all levels of an operation.
You will need to have a contact centre background being responsible for 800-1000 call centre representatives.

Successful Candidates will be contacted immediately.