CCP are delighted to once again partner with a fantastic brand as they continue to invest in their thriving multilingual contact centre operation that serves its customers across Europe. They’re currently looking to recruit an experienced Contact Centre (Customer Service) Operations Manager who’ll be responsible for managing a 150 FTE multichannel customer service contact centre operation that currently achieves more than 95% CSAT.
 
The Role
  
Reporting into the Contact Centre Director your primary focus will be the people, with a heavy emphasis on the coaching and development of your Team Leader population. With circa 150 FTE, this inbound operation predominantly interacts with its customers by telephone, but also engages with them by email, plus socials are launching soon.
  
Do you excel at coaching Team Leaders and identifying the root cause of any developmental needs? If so, this is a fantastic opportunity to mentor and develop some great people, supporting them to fulfil their potential, striving for continuous improvement.

Whilst this person’s remit will be strategic as well as operational, our client needs someone who can identify the root cause of any operational under performance, striving to continually improve the team’s performance, maximising operational efficiency and wowing customers when they engage with your operation.
  
You will have the benefit of an experienced and collaborative line manager, as well as a strong peer group who will provide all necessary data and support that allows you to deliver against your objectives.
 
Salary & Benefits
  
This role is paying a basic salary between £65,000 to £80,000, plus 7% annual bonus and has several additional corporate benefits.
 
Logistics
  
This is a hybrid role, working 2-days-a-week from the company office in Cambridgeshire, and 3-days-a-week from home.
 
Interview Processs
  
There will be a three-stage interview process starting with a screening call followed by an in-person interview process, and our client are looking to meet candidates immediately to secure their new Contact Centre (Customer Service) Operations Manager ASAP.
 
Application
  
This opportunity is being recruited for by CCP. If this role is of interest and you feel you have the relevant experience, please apply online and we will aim to respond to your application within 72 hours. If you would like to know more about this exciting opportunity before applying, please email mark@ccprecruitment.com.
 
About CCP
  
CCP are experts in Customer Operations and CX recruitment. Our network is vast, and since 2007 we've built an incredible reputation for successfully partnering with brands looking to hire and supporting candidates looking to secure a new role, whilst consistently delivering great service.