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Customer Service Operations Director
3 days ago
The ideal candidate will possess strong leadership skills to manage the daily operations and management of a call centre, ensuring calls are answered within predetermined timeframes.
Key Responsibilities:- Develop and implement plans for change and growth;
- Set and meet performance targets for speed, efficiency, sales, and quality;
- Manage the call centre's day-to-day activities;
- Recruit and develop staff to meet business needs;
- Identify training requirements and plan sessions to enhance staff capabilities;
- Liaise with supervisors, operatives, and external parties to ensure seamless communication;
- Evaluate call quality and minimize errors through regular monitoring;
- Maintain accurate records and prepare reports on key performance indicators;
- Track statistics, user rates, and performance levels to inform decision-making;
- Cultivate effective relationships with customers by resolving complaints and enquiries professionally;
- Coordinate staffing arrangements, including scheduling and resource allocation;
- Motivate and retain staff to maintain a high-performing team;
- Design, implement, and review core responsibilities and tasks to optimize performance.
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