Contact Centre Operations Manager

My client in Greater London are looking to appoint a talented Contact Centre Operations Manager on a Contract basis.

You will oversee a high-performing, multi-channel customer contact operation, ensuring excellent service delivery across telephony and digital channels. You will lead operational performance, drive continuous improvement, develop managers and staff, and play a key role in supporting the Council's digital transformation programme.

What's on offer:

• Salary: £375 per day Inside IR35

*negotiable based on experience

*please submit your CV with the rate you require

• Hybrid working
• Contract type: Contract
• Monday - Friday

About the role:

Based in Greater London (Hybrid):

• Lead the operational delivery of the Council's Contact Centre across telephony and digital customer channels
• Manage a team of Contact Centre Team Managers, ensuring high levels of performance, engagement and customer service
• Deliver operational performance against service targets, KPIs and customer satisfaction measures
• Ensure sufficient resource planning to meet service demand while maintaining operational resilience

About you:
You will have the following experiences:

• Extensive experience in a similar role
• Significant experience managing a busy Contact Centre or Customer Service operation
• Strong understanding of contact centre performance management, workforce planning and operational delivery
• Local Authority experience is essential

How to apply

• Once your CV is received, if you are successful you will be contacted.
• Due to the extremely high number of applications, it may not be possible to contact every applicant. As such, if you are not contacted please assume you have not been successful on this occasion.

About Spencer Clarke Group

Here at Spencer Clarke Group, we pride ourselves on connecting you with the best career opportunities; our experienced Consultants have extensive market knowledge and will also provide expert career advice along the way.

When you join us, you will receive:

• Access to a wide range of temporary and permanent opportunities
• Free DBS checks
• Post Placement Aftercare
• Loyalty reward scheme and regular competitions for our agency professionals

INDSCGMM